The Support Engineer Cloud provides solutions for customer-reported issues, ensures service level adherence, and manages software updates. Responsible for troubleshooting, maintaining stakeholder relations, and participating in sales engagements, this role demands extensive knowledge of cloud technologies and excellent communication skills.
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 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
Position Qualifications
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) || Gurgaon
Req ID: 779618
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
Position Qualifications
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) || Gurgaon
Req ID: 779618
Top Skills
Ceph
Cloud Networking
Cloud Storage
Kubernetes
Openstack
Redhat Openshift
Redhat Openstack
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.
Similar Jobs at Ericsson
Cloud • Information Technology • Internet of Things • Machine Learning • Software • Cybersecurity • Infrastructure as a Service (IaaS)
Lead and support service delivery for Network Rollout, manage resources, drive digital transformation, ensure project success, and develop teams.
Top Skills:
Ericsson PortfolioNro TechnologyTelecoms
Cloud • Information Technology • Internet of Things • Machine Learning • Software • Cybersecurity • Infrastructure as a Service (IaaS)
The BMC Helix ITSM Solution Architect manages and optimizes BMC ITSM modules, delivers custom workflows, ensures compliance, and mentors junior team members.
Top Skills:
Bmc Helix ItsmBmc RemedyBmc Smart ReportingDeveloper StudioDigital WorkplaceDockerGitHelix Innovation SuiteJavaScriptJenkinsKubernetesOraclePostgresPythonRestShellSmart ItSoap
Cloud • Information Technology • Internet of Things • Machine Learning • Software • Cybersecurity • Infrastructure as a Service (IaaS)
The Change Manager will lead and manage Change Management processes while ensuring compliance, facilitating CAB meetings, and improving process performance through initiatives and automation.
Top Skills:
Automation ToolsChange ManagementItil
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.
