Support Engineer

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

Support for Upgrade projects for MOAI

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

Prepare and understand the Network Impact report for different software version of RAN.

Identify different delta/differences between software and it s functionality.

Do compare pre-post network KPIs and able to explain the reasoning.

Do lead in implementing the new feature and functionality and it s testing.

Do track of system constant implemented in network.

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

Minimum Qualification and Experience

Education Qualification & Years of Experience

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 / R&D / Integration function earlier

Experience with Ericsson will be preferred

Well versed with the customer support process

Encouraging a diverse and inclusive organization is core to our values at Ericsson, thats 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.