Support Engineer at Ericsson

Req ID: 249799
Job Segment: Telecom, Telecommunications, R&D Engineer, Consulting, Engineer, Technology, Engineering

Job Summary

• We are now looking for a Support Engineer that will provide technical service and support to our customers.
• In this role, you will troubleshoot and resolve problems to stabilize and optimize customer networks.
• You will configure and integrate different nodes and solutions in new and live customer networks.
• The Support Engineer typically interacts with customer technical staff, operation managers, service engineers and other groups within the Service Delivery organization.
• You may also interact with groups in sales, R&D, 3rd party suppliers and local authorities.
• As there are no distinct borders between the areas, you will need to be flexible and expert more than one area.
• You are expected to travel internationally and work in different cultural environments.
• The technical development is rapid and you are responsible for continuously keeping your competence and skills up to date.
• Working as a support engineer will require a broad knowledge within telecom and Datacom, covering both hardware, software, and network knowledge.
• You will work, collaborate, and communicate in an international environment, both with colleagues internally as well as customers and suppliers to Ericsson.
• The role more than often requires you to take on big responsibility and it is important that you can work independently.

Job Responsibilities

• Customer Issue handling
• Handling of dedicated support
• Software Update Management (SUM) handling
• Remote Service Gateway (RSG) mentoring

Key Qualifications

• Education: Graduate with Computer Science or Communication or Telecommunication Engineering.
• Min years of experience: 5 years of customer support environment
• Domain experience: Network Application or Cloud Infrastructure
• Negotiation & argumentation skills
• Planning & organizing skills
• Delivering results & meeting customer expectations
• Presentation & communication skill
• Working with people.
• Applying expertise & technology.

Required Technical Competencies:

• At least 8 - 10 years’ experience, with in-depth troubleshooting skills on Packet core nodes, namely, EPG, SAPC, SASN, SGSN, GGSN, CGSN.
• At least 5 years of experience in a customer support environment.
• Ability to independently deal with complicated technical issues and problems – covering PBC, DPI and SACC Solution implemented on SSR EPG, LTE and CS Fallback procedures
• Good knowledge of IPWorks: xDNS functionality handling for LTE attach within HPLMN and VPLMN
• Highly developed IP skills and knowledge required to trace IP routing issues in the network.
• Deep understanding and troubleshooting knowledge of Diameter Protocol.
• Efficient use of Wireshark tool to filter messages based on protocol or other identifiers.
• In-depth SW and troubleshooting skills on the Juniper (JUNOS), RedBack (SSR Platform) nodes.
• Hands on experience for Ericsson Cloud Platform (HDS, BSP, Redhat, etc) offerings of Virtual Packet Core