Support Engineer

Posted date:  Jul 20, 2022
Location: 

Denver, Colorado, United States

 

Our Exciting Opportunity:  

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.
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 Summary:

We are looking for a Technical Operations Specialist that will be responsible for the coordination, management, execution and reactive maintenance activities that require a higher level of support.

 

Responsibilities:

  • Ensure that the services provided to customers are continuously available and performing to Service Level Agreement (SLA) performance levels
  • Handle trouble tickets, engage in fault and outage handling, take the recovery role in all incidents, troubleshooting, technical analysis and root cause investigation in order to resolve faults
  • Perform O&M activities e.g. preventive maintenance and health checks of different systems and applications and take proactive measures to identify and correct associated faults. Automate routine health checks and repetitive tasks
  • Execute and follow up on the implementation of change requests (CR’s) and Work Orders (WO’s) according to the change management process
  • Build/write technical instructions, methods of procedures, and ad hoc reports when required or requested
  • Interact and collaborate with other units such as NOC Front Office, System Integration (SI), Project, MSD BO Management, SDMs and Customers to pursue solutions to customer technical problems
  • Available on-call 24x7 to support customer concerns and outages
  • Assist Service Delivery Managers in root cause analysis, and develop strategies to mitigate outage implications
  • Provide CSR support like including creation of CSRs/trouble tickets, advancement to next level support (tier2 and PDU), and follow up for resolution until through closure. the closure of the CSRs
  • Work with 3PP vendors for hardware, firmware or software issue resolution
  • Provide support in identifying and resolving security vulnerabilities and rollout of the latest patch releases
  • Engage in new solution or Work Request development, assist in carrying out acceptance tests and the integration of new services, solutions, features/functions and nodes into production and handover to operations

 

 

Key Qualifications:

  • Good in Hands-on experience with Linux/Unix commands and Admin related tasks.
  • Hadoop eco system (Mapr distribution preferably, we can consider Couldera/Hortonworks experience as well).
  • Deep knowledge in Hive, Impala, Sqoop, Yarn and Spark.
  • Advanced SQL and Pl/SQL (Development experience).
  • Basic DBA knowledge in Oracle, Postgres and MySQL database.
  • Experience in Perl, Python and shell scripting.
  • Good understanding on servers and storages.
  • Knowledge in Ericsson Charging System: CRS and EMM, will be a plus

 

 

Additional Requirements:

  • Ability to clearly relay technical knowledge to both technical and non-technical people, in writing and verbally
  • Excellent time management skills, with the ability to prioritize and work under shifting deadlines with potentially ambiguous or nebulous requirements in a fast-paced environment.
  • Excellent Verbal and written communication skills.
  • Presentation Skills.

Experience: minimum 5- 8 years experience

 

Education: Bachelor’s degree in Electrical Engineering or Computer Science/Engineering.

 

 

 

Pay Range: $80,000 - $99,500 (USD) 

For STV:

Ericsson offers Short Term Variable (STV) compensation for this position. Actual payouts are determined based on performance of the business against the unit’s business objectives, individual performance, and the individual STV target. Certain eligibility and pro-ration rules may apply based upon hire date.

 

 

What´s in it for you? 

Here at Ericsson, our culture is built on over a century of courageous decisions. With us, you will no longer be dreaming of what the future holds – you will be redefining it. You won’t develop for the status quo but will build what replaces it. Joining us is a way to move your career in any direction you want; with hundreds of career opportunities in locations all over the world, in a place where co-creation and collaboration are embedded into the walls. You will find yourself in a speak-up environment where empathy and humanness serve as cornerstones for how we work, and where work-life balance is a priority. Welcome to an inclusive, global company where your opportunity to make an impact is endless. 

 

 

What happens once you apply? 

To prepare yourself for next steps, please explore here: https://www.ericsson.com/en/careers/job-opportunities/hiring-process

 

 

Encouraging a diverse and inclusive organization is core to our values at Ericsson, that's why we nurture 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.  Ericsson is proud to be an Equal Opportunity and Affirmative Action employer, learn more. If you need assistance or to request an accommodation due to a disability, please contact Ericsson at hr.direct.mana@ericsson.com

 

The health, safety and well-being of our employees is our priority. Successful applicants will be required to disclose their vaccination status prior to employment. Except for those positions designated as 100% remote, successful applicants who did not provide the required proof of vaccination will be required to test weekly and wear masks at all Ericsson and customer facilities. This includes employees with medical or religious exemptions with testing as an accommodation.  Compliance with government and customer requirements regarding vaccination may preclude unvaccinated applicants from employment for a particular job. 

 

DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by employees in this position. They are not an exhaustive list of all responsibilities, duties and skills required for this position, and you may be required to perform additional job tasks as assigned.

 

Primary country and city:   United States (US)  || United States : Colorado : Denver  

Be where it begins

Our Culture

Welcome to an inclusive, global company where your opportunity to make an impact is endless. Share your most innovative ideas, bring your unique perspective and bring your unique perspective in a speak up environment. With us, you will no longer be dreaming of what the future holds – you will be redefining it at a company where you’re empowered to lead and perform at your very best.

Learning and Development

Being a part of our team means having the flexibility to take your career in many different directions, but it also means leveraging the supportive structure of a big organization, with clear personal and professional development opportunities. 

Benefits and Rewards

We believe that great accomplishments deserve great benefits and transparent rewards. We strive to offer competitive, unbiased, and fair rewards for all our people. We empower you to manage your own time and promote flexible working opportunities, along with family-friendly policies.

Click here to find out more about our benefits.


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