Graduate 2019 Support Engineer

Job Description

Date: Aug 11, 2019

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:

As a Support Engineer, you will provide solutions to problems that have been reported by customers according to established processes and contracted Service Level Agreements. You will have product/domain, and/or solutions knowledge and/or customer networks knowledge as well as knowledge of technology evolution of product/domain. In case additional services are contracted with the customer, you will also handle e.g. Pre-emptive and Software Update handling. You will also be responsible for the implementation of preventive actions and reporting results of implementation.

 

Your responsibilities include:

  • Performing customer problem resolution
  • Performing preemptive support
  • Performing software updates
  • Managing customer relationship
  • Driving knowledge transfer and re-use
  • Following CS process, models and strategy

 

To be successful in this role, you must have:

  • Negotiation skills
  • Change and improvement management skills
  • Delivering Results & Meeting Customer Expectations
  • Presenting & Communicating information

 

Key Qualifications:

 

  • Bachelor’s Degree in computer science, IT, Electro Engineering, Telecommunication or other related major.
  • Good technical skills and customer relationship skills from the ICT industry
  • Negotiation & argumentation skills
  • Planning & organizing skills
  • Delivering results & meeting customer expectations
  • Presentation & communication skill
  • Working with people
  • Applying expertise & technology

 

Tools and Resources: CSR handling tool, Emergency Handling tool, Performance statistic tool, Knowledge Management tool, Remote Access solution, Business Portal, Problem Management tools, Contract Scope Management tool, Service Delivery Opportunity Database, Life Cycle Management and 3PP handling tool, Installed Base Tool, Time Reporting Interface, Information bulletin tool, Hardware Services tool suite

 

What’s in it for you?

With over 90,000 employees across 180+ countries, we have a culture that respects and supports your ambitions, in alignment with our values of Respect, Professionalism and Perseverance. Ericsson is extremely focused on learning and development, supports mobility and flexible working hours. We are also committed to diversity and inclusion and to be a responsible and relevant driver of positive change. We also offer some awesome benefits, amazing career development and training programs to provide an empowered career in a connected world.

 

Next Steps:

What happens next once you apply? Read about the next steps here

 

 

 

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: Indonesia (ID) || || WPI Jakarta || ServEng

Req ID: 289356