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Solution Architect - RAN

Ericsson

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5-10 Years
20 days ago
28 Viewed
0 Applied

Job Description

  • 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 eg, 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
  • Maintain the Install base information from Network 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

Education Qualification Years of Experience
  • Domain Expertise: Radio Access Network (RAN) -4G/5G
  • Education: BE/B. Tech or equivalent
  • Min years of experience: 10+ Years
  • Last 4 years experience must be in 5G/LTE

Skill Experience

  • Strong knowledge about 5G/4G RAN latest features.
  • Strong technical acumen should be exhibited when dealing with complex customer issues.
  • Strong configuration knowledge of various RAN Solution in MSRBS/DSS/CA
  • Should able do tracing and complex logs analysis for RAN Nodes
  • Good knowledge of 3GPP
  • Must have call flows, protocols, and Interface related knowledge in 5G RAN network
  • Ability to technically analyze and approve solution implementation for the customer
  • An exceptional troubleshooting skill is required to solve the customer issues without escalating to the next level for competence units.
  • Transport and Core network basic troubleshooting
  • Must have worked in a telecom support / care / Level2 / RD / Integration function earlier
  • Experience with Ericsson will be preferred
  • Well versed with the customer support process
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