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 services are contracted with the customer the Support engineer will also handle e.g., Pre-emptive and Software Update handling.
Related to Problem Management, Support Engineer is responsible for the implementation of preventive actions and reporting results of implementation.
Responsibility and Tasks
General
• Handle and resolve Customer issues
• Provide dedicated support
• Deliver results & meet customer expectations
• Handle Software Update Management (SUM)
• Handle Customers and internal Stakeholders from Technical perspective
• Work with diverse team
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 the add on sales opportunities
Behavioral Competences:
• Creating & Innovating
• Entrepreneurial & Commercial thinking
• Persuading & Influencing
• Applying Expertise & technology
• Analyzing
• Delivering Results & Meeting Customer expectations
Soft Skills:
• Presentation & Communication skills
• Teamwork & collaboration skills
• Market insight
• Financial Understanding
• Consultative Selling Skills
• Negotiation Skills
• Leadership Skills
Minimum Qualifications & Skill Experience Requirements:
Education Qualification & Years of Experience
• Education: BE/B Tech or equivalent
• Min years of experience: 8+ Years
Skill Experience
• Working in a virtual Environment is must. Should have good exposure to working with
- OpenStack (CEE)
- Kubernetes (CCD)
- Cloud Networking (SDI & SDN)
- Cloud Storage
- REDHAT Open stack ( RHOSP )
- REDHAT Open shift ( RHOCP )
- CEPH and Other Storage solutions.
- Excellent Understanding about Cloud Networking ( OSPF , BGP,BFD etc)
• An exceptional troubleshooting skill is required to solve the customer issues without escalating to the next level for competence units
• Should able do tracing and complex logs analysis for Cloud Nodes
• Exposure to any of the following Cloud Core applications/environment is desired
- MME/AMF/SMF/PCC
- EPG/Packet Gateway
- SAPC/CCPC/5G Policy Controller
- CCSM/CCDM/CCRC (Sub. Management, Data Management, Resource Function)
- IP Routing
- IMS
• Strong technical acumen should be exhibited when dealing with complex customer issues.
• Should have worked in a telecom support function earlier
• Past experience with Ericsson will be preferred
• Good knowledge of 3GPP in Cloud area
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.
What happens once you apply?
Click Here to find all you need to know about what our typical hiring process looks like.
Encouraging a diverse and inclusive organization is core to our values at Ericsson, that's why we champion it in everything we do. We truly believe that by collaborating with people with different experiences we drive innovation, which is essential for our future growth. We encourage people from all backgrounds to apply and realize their full potential as part of our Ericsson team. Ericsson is proud to be an Equal Opportunity Employer. learn more.
Primary country and city: India (IN) || Mumbai
Req ID: 779618
The future of mobile isn’t on the horizon, it’s happening now. At Ericsson, we’re building the foundation for an open network ecosystem where industries, developers, and enterprises thrive.
The convergence of 5G, AI, cloud, and network APIs isn’t just a technological shift; it’s a transformation that is redefining industries and enhancing everyday life. Open, programmable networks are enabling real-time innovation and unlocking new business models across the globe.
Imagine a world where developers can dynamically access network capabilities on demand, where enterprises don’t just use connectivity but shape it. This isn’t a distant vision, it’s the ecosystem we’re creating today.
Collaboration fuels everything we do. By working across industries, we’re designing a future where connectivity isn’t just seamless. It’s intelligent, programmable, and transformative.
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