Support Engineer - OSS/ENIQ at First Point Group

Job Purpose
We are looking for senior and experienced engineers, with a right Customer Support mindset, proactive approach and right competence to troubleshoot and solve technically complex and network issues.

Main Responsibilities

• Project support during implementation.
• End of Support product CSR handling
• Handle Hot and critical issues.
• Perform RCA of Emergencies that occur in RSSA customers.
• Network Audits.
• Reduce Long Duration Emergencies.
• Work as a good team member in a group of highly competent and skilled engineers.
• Team player.
• Proactive approach.
• Assumes work responsibility by being flexible.
• Able to manage high work load periods.
• Able to write technical procedures.
• Suggest improvements in ways of working and ways of cooperation.

Required Technical Competencies

• Hands on experience with various products in the Telecom Management Services (TMS) Domain.
• At least 5-6 years experience, with in-depth troubleshooting skills on OSS-RC platform.
• At least 5-6 years of experience in a customer support environment.
• Ability to independently deal with complicated technical issues and problems.
• Advanced knowledge of Sybase database, any other database knowledge like Oracle, MySQL would be a plus
• Advanced knowledge of VERITAS file system and the ability to vxfs implementation on the OSS-RC platform.
• Advanced knowledge and understanding of Ericsson’s OMBS implementation and ability to create backup policies of new servers.
• Advanced knowledge and understanding of Ericsson’s Business Objects implementation and ability to create/modify BO reports for the customer
• In-depth understanding of the PM functionality of the OSS-RC and its implementation using QNIQ and highly developed skills of tracing and troubleshooting PM related issues across the nodes.
• In-depth understanding of FM functionality of OSS-RC and the ability to troubleshoot the FM related issues
• In-depth understanding of the CM functionality of OSS-RC and ability to troubleshoot issues related to CNA, BSM, CHA, OPS, CEX, ARW etc.
• Advanced troubleshooting skills in RNO related components of OSS-RC
• Advanced troubleshooting skills on Ericsson Multi-Activation platform (EMA)
• Advanced troubleshooting skills on Ericsson Multi-Mediation platform (EMM)
• Will be a plus, if you have experience in Installation, Implementation, Commissioning and Testing of Ericsson OSS-RC and ENIQ nodes and highly developed HW and SW troubleshooting skills on these nodes.
• Knowledge on various technologies supported by Ericsson. (E.g. UMTS, GPRS, EDGE, WCDMA, GSM etc).

General Skills:

• An SME who is able to interact with the CNS organization to understand and clarify customer issues and work with PLM organization for advanced troubleshooting and trouble reports.
• Experience on Customer Support Tools like SMS, KCS, MHWeb.
• Excellent Communication skills required (Both written and oral).
• Understand Ericsson's customer support processes, knowledge of Ericsson structure.
• Highly motivated and good team player.
• Must have consultative skills, share knowledge.
• Motivated to mentor and coach team members.
• Ability to work under strong pressure related to scale of business impact.
• Ability to develop and give effective presentations within own unit.