Support-Engineer

Posted date:  Jun 13, 2022
Location: 

Herzogenrath, North Rhine Westphalia, Germany

Ericsson is one of the leading providers of Information and Communication Technology (ICT) to service providers, with about 40% of the world’s mobile traffic carried through our networks. We enable the full value of connectivity by creating game-changing technology and services that are easy to use, adopt and scale, making our customers successful in a fully connected world. For more than 140 years, our ideas, technology and people have changed the world: real turning points that have transformed lives, industries, and society.


Support-Engineer (m/f/d)

Req.ID: 659516

Location: Herzogenrath


Ericsson’s PDU Packet Core (PC) products have a significant market share, our customers are in transition to get 5G technology into live operations. With more customers and an increased need of support for 5G products, we want to increase our strong Product Introduction and Deployment Support (PIDS) within the PDU PC PIDS Infrastructure team in Herzogenrath/Germany. With us, you will be part of the next steps in development of our PC products. We are looking for results-oriented, intelligent, creative, and inspiring individuals to join our team.


PDU PC PIDS Infrastructure belongs to PDU PC inside Business Area Digital Services. This organization enables business proximity to key customers around the world with a strong focus on PDU PC products ((v)EPG as well as 5G products PCC and PCG). The group is imbedded in a multi country organization with locations and collaborating sites in Asia, Europe and North America.


The PIDS Infrastructure group consists of around 11 very skilled and motivated engineers and project managers, working together in an international and agile environment. Our mission is to secure best customer experience and perception on PC products. The team is involved in deployment support operations for new products as well as securing customer support and market introduction for already deployed Ericsson products.


Responsibilities:

  • Analyzing and resolving of deployment problem reports escalated by customers and customer units on PDU PC products
  • Fault reproduction and resolution in close cooperation with our local team, PDU PC design engineering, maintenance, and customer units
  • Handling customer escalations in close co-operation with stakeholders in the PDU and in Ericsson customer units
  • On-site support at customer premises to support our customers while upgrading or fault isolation
  • Contribution to product and process improvements (Feature and Documentation)
  • Active sharing of knowledge and helping others in our agile team (local and international)
  • Validation of customer configurations and deployments
  • Being part of the Global Support activities (personal on-call support only during daytime)
     

As a suitable candidate, you:

  • Have an academic degree in engineering and ideally first experience in supporting, testing or configuration of cloud / Kubernetes based PC products
  • Are comfortable to work in a team, actively share knowledge and support your coworkers in an agile setup. Your communication skills enable you to comfortably communicate with your team as well as with customers
  • Have been working in customer support or other type of support-based roles, CSR/ticket handling knowledge is an advantage. Very good knowledge of English in written and spoken is a prerequisite
  • Understanding of virtualization principles
  • Are eager to constantly learn about new features and products
  • Have good analytical skills expanded by a very flexible and solution-oriented behavior
  • Are open for international travels on site in case of customer escalations to support the customer for installations and/or trouble shooting
  • Have knowledge of:
    • Virtualization and cloud native technologies, including Opensource initiatives
    • IP protocol and networking principles
    • Kubernetes and ADP experience is of advantage
    • Linux / Unix knowledge is of advantage


What’s in it for you:

  • You get involved in analyzing and testing latest 5G based technology on the market 
  • You are entering a very agile and supportive team with flexible working conditions
  • You get an opportunity to communicate and cooperate with colleges and customers around the globe – if suitable also incl. traveling
  • 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

 

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.

Primary country and city:  Germany (DE)   ||  Germany : North Rhine Westphalia : Herzogenrath || Germany : North Rhine Westphalia : Aachen  
Req ID: 659516  

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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.

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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. 

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