We are now looking for a Support Engineer that will provide technical service and support to our customers in packet core domain. In this role, you will troubleshoot and resolve problems to stabilize and optimize 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.
Responsibilities & Tasks
You will handle Customer Support Requests (CSR) and drive customer issues to solution
Handle emergency support on a roster
Perform trouble shooting, fault reproduction and analysis
Deliver professional support towards our Customer Units and Customers
Develop competence in technical domain
Share your learnings and experiences within Ericsson proactively
Customer issue handling via Customer Service Request
Handling technical investigation with global support engineers
Handling emergency recoveries upon customers requests
Investigation reporting to the customer
Software Update Management (SUM) handling
Act as investigation Leader for customer issues
Handling both hardware and software issues
Soft skills to work with people, drive for results and enhance customer satisfactions
Problem solving and troubleshooting skills
English and Japanese skills in both writing and speaking
Innovating, adapting and responding to change
Education: Bachelor's degree or higher
Education: Bachelor´s in Telecom
Min years of experience: 4years for core network
Domain experience: core network (Packet Core : MME/EPG)
Sub domain experience : Cloud, NFV
Negotiation & argumentation skills
Planning & organizing skills
Delivering results & meeting customer expectations
Technical knowledge and experience in telecome industry a must
Problem solving skills a must
Leadership skills a must
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