2nd line BSS support engineer

Job Description

Date: Aug 15, 2019

2nd Level BSS Support Engineer

 

As the tech firm that created the mobile world, and with over 45,000 life-enhancing technologies to our name, at Ericsson we’ve made it our business to make a mark. We are on a quest, relentlessly innovating to make technology easy to adopt, easy to use and easy to scale. As a team, we are helping to solve some of society´s most complicated challenges, enabling you to be ‘the person that did that’. 

 

We’ll help you design your future! You can choose to be an expert or a leader or both! Leveraging everything from cybersecurity to machine learning, making smart manufacturing and autonomous mines a reality. With access to hundreds of career opportunities in locations all over the world with the support to really find ‘your great’ and the ability to rediscover it, again and again.

 

Job Summary:

We are now looking for a 2nd Level Operations Specialist 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 performing to Service Level Agreement (SLA) performance levels.

 

In this role you will:

 

  • Act as a Single Point of Contact ("SPOC") to Service Desk or L1 (1st level monitoring team) to handle trouble tickets for problems reported by Telecom Operator’s customers
  • Have ITIL, eTOM knowledge and hands on experience as technical support engineer.
  • Know and follow ITIL Service Operation processes: Event Management, Access Management, Request Fulfillment, Problem Management, Incident Management.
  • Perform second level of analysis and troubleshooting, escalate unresolved problems to Level 3 (R&D), track progress of trouble tickets (TT) resolution and ensure restoration and resolution within SLA.
  • Complete end to end view of BSS operations
  • Resolve of all issues as per obligated SLA (Service level Agreement) concept
  • Be available for 24x7 shift work

 

As our ideal candidate you will have:

 

  • University degree in Electrical/Electronic Engineering, Telecommunications, Computer Science
  • 3-5 years’ experience as Level 2 Support for BSS Managed Services
  • Experience in a Managed Service environment
  • Good understanding in BSS, Billing, Provisioning, payment web services (SOAP, REST)
  • API skills & troubleshooting and front end
  • Strong scripting skills
  • Basic knowledge of Linux/Unix, Database

 

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.

 

Ericsson expressly prohibits any form of workplace harassment based on 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 genetic information.

 

Primary country and city: Bangladesh (BD) || || Dhaka || ServEng

Job details: 2nd Level Operations