Support Engineer

6 days ago

Gurugram, India Ericsson Full time

Description

Job Summary

Job Summary
The Support Engineer is working to provide solutions to problems that have been reported by customers according to established processes and contracted Service Level Agreements. The support Engineer has product/domain, and/or solutions knowledge and/or customer networks knowledge as well as knowledge of technology evolution of product/domain. In case additional 
 

Education Qualification & Years of Experience
• Education: Bachelor of Engineering/Technology or equivalent
• Min years of experience: 5+ Years
 

Skill Experience
• Overall System Administration of Ericsson ENM. Working on Ericsson NMS (ENM) as Support Engineer or System Administration is must.
• Understanding of Radio and Core nodes integrated with ENM
• Should have hands-on exposure on:
- Virtualization and Containers
- Database knowledge
- Veritas cluster and volume manager
- Linux Operating System (RHCSA preferred)
• End to end troubleshooting for the issues related to ENM/OSS Platform, Fault Management, User Management, Software/Hardware Management, Performance management and ENM application related issues
• Administrator level experience in Business Objects, Citrix or similar tools. Knowledge in ENIQ & Sybase IQ
• Should able do tracing and complex logs analysis for ENM applications, RedHat Linux, Vmware and other related platforms
• Exhibits strong technical acumen while dealing with complex customer issues
• Must have worked in a Support function 
• Past experience with Ericsson will be preferred
• Other technical skills (good to have): Basic IP and Networking knowledge, Server and Storage hardware, Shell and Python Scripting

Responsibility and Tasks
General
• Handle and resolve Customer technical issues and provide 24*7 on-call support
• Deliver results & meet customer expectations
• Handle Software Update Handing (SUH)
• Handle Customers and internal Stakeholders from Technical perspective
• Working with diverse team
 

You will bring

Operational
• Keep track of ongoing Customer service request and ensure that concern is being addressed with the right priority 
• Analyze and troubleshoot to Handle and provide support in critical and Emergency cases when needed
• Interface and Interact with the relevant stockholders within organization and ensure the timely progress on Customer service request for Critical/ Priority cases 
• Available to handle customer technical queries all the time and ensure timely response 
• Make constant efforts to be updated on relevant technical skills all the time 
• Participate in Project activities and involve as needed 
• Take handover from Project and ensure all the check points completed 
• Organize and deliver the Knowledge sharing sessions with stakeholders 
• Review and prepare the relevant technical document i.e. RCA
 
Customer Specific  
• Good Working Relationship with Customer and Working groups 
• Take part in Operational review meetings as and when required
• Understand and get updated on solution deployed in customer network 
• Make customer aware on product Life cycle i.e. HW or SW 
• Interface with customer for planned activities in network as needed 

  Business Related
• Provide technical support to Service delivery Manager in all respect
• Participate and contribute during pre-sales engagement activities, if needed
• Understanding of the contractual obligation for support delivery 
• Ensure that KPIs are met according to SLA
• Identify add on sales opportunities
3 Position Qualifications
 

Behavioral Competences:
• Creating & Innovating
• Entrepreneurial & Commercial thinking
• Persuading & Influencing
• Applying Expertise & technology
• Analyzing
• Delivering Results & Meeting Customer expectations
•
 

Responsibilities

Operational
• Keep track of ongoing Customer service request and ensure that concern is being addressed with the right priority 
• Analyze and troubleshoot to Handle and provide support in critical and Emergency cases when needed
• Interface and Interact with the relevant stockholders within organization and ensure the timely progress on Customer service request for Critical/ Priority cases 
• Available to handle customer technical queries all the time and ensure timely response 
• Make constant efforts to be updated on relevant technical skills all the time 
• Participate in Project activities and involve as needed 
• Take handover from Project and ensure all the check points completed 
• Organize and deliver the Knowledge sharing sessions with stakeholders 
• Review and prepare the relevant technical document i.e. RCA
 
Customer Specific 
• Good Working Relationship with Customer and Working groups 
• Take part in Operational review meetings as and when required
• Understand and get updated on solution deployed in customer network 
• Make customer aware on product Life cycle i.e. HW or SW 
• Interface with customer for planned activities in network as needed 
  Business Related
• Provide technical support to Service delivery Manager in all respect
• Participate and contribute during pre-sales engagement activities, if needed
• Understanding of the contractual obligation for support delivery 
• Ensure that KPIs are met according to SLA
• Identify add on sales opportunities
3 Position Qualifications
Behavioral Competences:
• Creating & Innovating
• Entrepreneurial & Commercial thinking
• Persuading & Influencing
• Applying Expertise & technology
• Analyzing
• Delivering Results & Meeting Customer expectations
•
 

Why join Ericsson?

At Ericsson, you´ll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what´s possible. To build solutions never seen before to some of the world’s toughest problems. You´ll be challenged, but you won’t be alone. You´ll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.
 

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