Support Engineer / Customer Technical Manager
We are now looking for a Support Engineer Customer Technical Manager that will provide technical service and support to our customers mainly in the area of OSS. This role will be a complementing role to the Service Delivery Manager who is contractually responsible for the Support Contracts to our customers.
In this role, you will lead the trouble shooting teams and ensure that customer is satisfied with the delivery. In addition to driving the operation you will also be involved in troubleshooting and resolving problems to stabilize and optimize customer networks and corresponding management systems. 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 master 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.
The OSS area is expanding and evolving continuously as are our customers in this area. You will get a lot of experience working with systems live in customer environments and learn about all the exciting developments ongoing in the Telecom Management area as well as within the area of computing and datacenters alike (e.g. datacenter setups, automation, virtualization and many more interesting concepts).
Working as a Support Engineer will also 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.
- Leading the troubleshooting teams
- Analysis of trouble reports from customer
- Being the main technical interface for customer
- Software Update Management (SUM) handling
- Negotiation & argumentation skills
- Planning & organizing skills
- Delivering results & meeting customer expectations
- Presentation & communication skill
- Working with people
- Applying expertise & technology
- Min years of experience: 5+ years
- Prior experience with ENM, OSS-RC and other OSS products is preferred.
- Competence in Unix and scripting.
- Some of the work will be with government agencies and Swedish citizenship is needed for some of these customers.
Contact: If you have any specific questions regarding the position you are welcome to send an email to recruiter Rebecka Gustafsson (email@example.com).
Ericsson provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, marital status, pregnancy, parental status, national origin, ethnic background, age, disability, political opinion, social status, veteran status, union membership or genetics.
Ericsson complies with applicable country, state and all local laws governing nondiscrimination in employment in every location across the world in which the company has facilities. In addition, Ericsson supports the UN Guiding Principles for Business and Human Rights and the United Nations Global Compact.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, training and development.
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Primary country and city: Sweden (SE) || || Stockholm || Consulting&SysInt; IT; ProdMgt; R&D; ServEng
Req ID: 279563