The Field Dispatch Engineer ensures efficient fault ticket triage, accurate dispatch of engineers, and coordination among operational teams. Responsibilities include monitoring ticket progress and maintaining service quality while adhering to SLA/KPI targets.
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About This Opportunity
We are looking for a highly motivated Field Dispatch Engineer to join our dynamic telecom operations team based in Noida. This role is critical in ensuring efficient fault ticket triage, accurate dispatch of field engineers, and seamless coordination between multiple operational teams.
The position operates in a fast-paced, 24x7 environment and requires close collaboration with Field Operations, NOC teams, Incident Management, and Service Fulfillment teams. You will play a key role in maintaining service quality, meeting KPIs, and delivering operational excellence to both internal and external stakeholders.
What You Will Do• Perform initial triage of fault tickets and analyze issues to ensure accurate and timely dispatch of field engineers.• Allocate reactive and planned work to field teams via manual assignment or Workforce Management (WFM) systems.• Monitor ticket progress end-to-end, ensuring timely resolution and adherence to SLA/KPI targets.• Handle jeopardy alerts proactively and support engineers with access, climbing permissions, and third-party service requirements.• Maintain detailed and accurate updates on all tickets, including access approvals, timelines, and execution notes.• Act as the first point of contact for fault-related issues and escalate critical cases to management when required.• Coordinate with landlords and third-party partners to secure site access, climbs, and necessary clearances.• Ensure compliance with health, safety, and legal requirements (method statements, risk assessments, certifications, etc.).• Provide continuous support via phone, email, and hotline systems to internal teams and customers.• Track and optimize work queues to ensure efficient utilization of field resources.• Support disaster recovery processes in case of equipment or system failures.• Contribute to continuous improvement initiatives, tools, and processes to enhance dispatch and field performance.• Assist in generating escalation reports, KPI reports, and post-failure analysis.
The Skills You Bring• Bachelor's degree in Electrical Engineering, Telecommunications, or a related field.• 3-8 years of experience in telecom or ICT environments, preferably in dispatch or fault management roles.• Strong understanding of telecom technologies (GSM, 3G, 4G).• Experience with Workforce Management (WFM) tools (e.g., IFS) and ticketing systems.• Ability to analyze technical fault data and make quick, accurate dispatch decisions.• Strong multitasking and organizational skills in a high-pressure, 24x7 operational setup.• Excellent communication skills with the ability to coordinate across teams and influence stakeholders.• Proficiency in Microsoft Office tools (Excel, Word, PowerPoint, Visio, Project).• Knowledge of field operations, third-party partner management, and escalation processes.• Understanding of health and safety standards in field service environments.• Ability to provide clear, concise reporting and adapt communication to different audiences.• Customer-focused mindset with a proactive and problem-solving approach
About This Opportunity
We are looking for a highly motivated Field Dispatch Engineer to join our dynamic telecom operations team based in Noida. This role is critical in ensuring efficient fault ticket triage, accurate dispatch of field engineers, and seamless coordination between multiple operational teams.
The position operates in a fast-paced, 24x7 environment and requires close collaboration with Field Operations, NOC teams, Incident Management, and Service Fulfillment teams. You will play a key role in maintaining service quality, meeting KPIs, and delivering operational excellence to both internal and external stakeholders.
What You Will Do• Perform initial triage of fault tickets and analyze issues to ensure accurate and timely dispatch of field engineers.• Allocate reactive and planned work to field teams via manual assignment or Workforce Management (WFM) systems.• Monitor ticket progress end-to-end, ensuring timely resolution and adherence to SLA/KPI targets.• Handle jeopardy alerts proactively and support engineers with access, climbing permissions, and third-party service requirements.• Maintain detailed and accurate updates on all tickets, including access approvals, timelines, and execution notes.• Act as the first point of contact for fault-related issues and escalate critical cases to management when required.• Coordinate with landlords and third-party partners to secure site access, climbs, and necessary clearances.• Ensure compliance with health, safety, and legal requirements (method statements, risk assessments, certifications, etc.).• Provide continuous support via phone, email, and hotline systems to internal teams and customers.• Track and optimize work queues to ensure efficient utilization of field resources.• Support disaster recovery processes in case of equipment or system failures.• Contribute to continuous improvement initiatives, tools, and processes to enhance dispatch and field performance.• Assist in generating escalation reports, KPI reports, and post-failure analysis.
The Skills You Bring• Bachelor's degree in Electrical Engineering, Telecommunications, or a related field.• 3-8 years of experience in telecom or ICT environments, preferably in dispatch or fault management roles.• Strong understanding of telecom technologies (GSM, 3G, 4G).• Experience with Workforce Management (WFM) tools (e.g., IFS) and ticketing systems.• Ability to analyze technical fault data and make quick, accurate dispatch decisions.• Strong multitasking and organizational skills in a high-pressure, 24x7 operational setup.• Excellent communication skills with the ability to coordinate across teams and influence stakeholders.• Proficiency in Microsoft Office tools (Excel, Word, PowerPoint, Visio, Project).• Knowledge of field operations, third-party partner management, and escalation processes.• Understanding of health and safety standards in field service environments.• Ability to provide clear, concise reporting and adapt communication to different audiences.• Customer-focused mindset with a proactive and problem-solving approach
Ericsson Kolkata, West Bengal, IND Office
Ericsson Kolkata Hub Office
Planned smart‑green New Town with wide roads, parks and malls, minutes from the airport and close to Salt Lake’s IT hub. Eco Park and business parks like Ecospace add leisure and convenience for families and professionals.
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What you need to know about the Kolkata Tech Scene
When considering the industries shaping India's tech scene, gaming might not immediately come to mind. However, in the last decade, increased internet usage and greater access to mobile devices have catapulted the industry to new heights, with Kolkata-based companies like Virtualinfocom, Red Apple Technologies and Digitoonz, at the forefront, driving the design and animation of new gaming titles for players.
