Support Engineer

At Ericsson, we are seeking a knowledgeable and dedicated Support Engineer to join our team. In this pivotal role, you will be charged with providing data-driven solutions to customer reported issues in line with set processes and Service Level Agreements. The role involves identifying, isolating, and resolving faults, as well as working towards network stability. As your experience grows, you'll handle more operational and technical issues for specific customers, solutions, or domains.

Responsibilities

Research, diagnose, troubleshoot, and resolve customer issues in an accurate and timely manner; Work with different systems, software, and hardware and follow standard procedures to escalate unresolved issues to appropriate internal departments; Lead investigations and drive the resolution of customer issues throughout the CS portfolio; Actively participate in on-site activities, particularly when remote access is insufficient; Contribute to the resolution of emergencies through fault isolation and restoration of customer networks and solutions; Support problem management in identifying and categorizing significant operational or business impacting problems; Participate in Security Reviews as the primary contact for customers and subject matter expert in security matters; Be added to the on-call roster (24/7) handling emergency issues raised by customers; Contact customers directly to discuss and understand their problem and provide technical information and answers back to the customer via Customer support portal, Document creation, MS Teams sessions or in person at a customer's premises

Requirements

4 to 5 years 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 be able to do tracing and complex logs analysis for RAN Nodes; 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; Well versed with the customer support process

Nice to have

Experience with Ericsson