The Support Engineer resolves customer issues and provides technical support, ensuring compliance with Service Level Agreements and maintaining customer relationships.
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.
2 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
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
3 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
4 Minimum Qualifications & Skill Experience Requirements:
Education Qualification & Years of Experience• Education: BE/B Tech or equivalent• Min years of experience: 8-10+ Years
Skill Experience
Tech qualifications to be as per below.
Skill Experience
Experience on working in 4G & 5G User Data Management Functions is must. Following applications/functions are considered to be part of UDM Family- HLR/HSS/EIR/CCSM (Subscriber Management)- CUDB/CCDM (Data Management)- NRF/CCRC (Resource Function)- PG/UPG (Provisioning Gateway)
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 UDM Nodes (4G & 5G)
Exposure to any of the following Cloud Core applications/environment is desired- OpenStack (CEE)- Kubernetes (CCD)- IP Routing
Strong technical acumen should be exhibited when dealing with complex customer issues.
Should have worked in a Support function earlier
Past experience with Ericsson will be preferred
Good knowledge of 3GPP in 5G Packet Core
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: 781805
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.
2 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
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
3 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
4 Minimum Qualifications & Skill Experience Requirements:
Education Qualification & Years of Experience• Education: BE/B Tech or equivalent• Min years of experience: 8-10+ Years
Skill Experience
Tech qualifications to be as per below.
Skill Experience
Experience on working in 4G & 5G User Data Management Functions is must. Following applications/functions are considered to be part of UDM Family- HLR/HSS/EIR/CCSM (Subscriber Management)- CUDB/CCDM (Data Management)- NRF/CCRC (Resource Function)- PG/UPG (Provisioning Gateway)
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 UDM Nodes (4G & 5G)
Exposure to any of the following Cloud Core applications/environment is desired- OpenStack (CEE)- Kubernetes (CCD)- IP Routing
Strong technical acumen should be exhibited when dealing with complex customer issues.
Should have worked in a Support function earlier
Past experience with Ericsson will be preferred
Good knowledge of 3GPP in 5G Packet Core
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: 781805
Top Skills
Packet Core
Software Update Management (Sum)
Ericsson Kolkata, West Bengal, IND Office
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