2nd Level Operations Engineer

Posted date:  Jul 19, 2022

Sydney, New South Wales, Australia

Our Exciting Opportunity:

Ericsson Australia is growing! As a result We are looking for a 2nd Level Operations Engineer that will be responsible for the coordination, management, execution and reactive maintenance activities that require a higher level of support than offered by the 1st level Operations. This person shall ensure that the services provided to customers are continuously available and maintaining Service Level Agreement (SLA) performance levels.


In this role, you would:

  • Customer issue handling via Customer Service Request/On-call
  • Handling technical investigation and if required coordinating with development and 3PP team.
  • Handling emergency recoveries upon customer requests
  • Investigation working with the customer
  • Software Update Management (SUM) handling
  • Act as investigation Leader for customer issues
  • Handling both hardware and software issues
  • Flexible to work in rotational shifts 24*7
  • Issue tracking skill


As our ideal candidate, you will have:

  • Minimum 2- 5 years of exposure to IT systems/Telecom in BSS & VAS domain. Preferred to have experience in Customer Interaction Solution (CIS) or similar kind Digital engagement platform.
  • Have hands on Java/J2EE application development & maintenance experience.
  • Experience in Python, Perl and Shell scripting.
  • Database administration basic knowledge (Oracle/PostgresSQL/MySQL/Cassandra/MongoDB)
  • Technical support environment exposure, working with tickets, priorities, Service Level Agreements
  • Understanding of virtualization, such as VMware. Knowledge of F5, Dockers & Kubernetes is an added advantage.
  • Responsible for MOP/SOP creation/version control for process documents.
  • Ability to handle inbound technical inquiries effectively using proactive customer service and proven technical troubleshooting procedures.
  • Negotiation & argumentation skills
  • Planning & organizing skills
  • Delivering results & meeting customer expectations
  • Presentation & communication skill
  • Consulting Skills, helpful nature to others

Why Join Ericsson?

At Ericsson, you´ll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what´s possible. To build never seen before solutions to some of the world’s toughest problems. You´ll be challenged, but you won’t be alone. You´ll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.


What Happens once you apply?

Click Here to find all you need to know about what our typical hiring process looks like.


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. We are committed to providing reasonable accommodations to all individuals participating in the application and interview process. If you need assistance or to request an accommodation due to a disability please reach out to interviewsupport@ericsson.com.


We are proud to announce at Ericsson Australia, our employees have once again voted us as a Great Place to Work® and we have been officially Certified™ in 2021. Every year, more than 10,000 organizations from over 60 countries partner with the Great Place to Work® Institute for assessment, benchmarking and planning actions to strengthen their workplace culture and this Certification acknowledges our employees value their employee experience and our workplace culture.


Ericsson Australia Employee Benefits

  • Wellness: Ericsson Australia offers a variety of programs crafted to support your physical and emotional wellbeing
  • Paid Time Off: We encourage all employees to switch off to recuperate and recharge through paid time off.
  • Work Conditions: Looking to find better work / life balance? Speak to us about flexible work arrangements**
  • Employee Discounts: We offer employees access to discounted health insurance, groceries and entertainment through our partner providers.
  • Employee Development: Working at Ericsson gives you access to Degreed, an integrated learning platform where you can learn, upskill, develop and measure your skills.
  • Awards: Ericsson values dedication, and we regularly recognize employee commitment through award programs i.e. service awards and peer recognition

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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