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M-OSS Support Engineer Job stage 6

Job Description

Date: Nov 7, 2019

Job Summary:

The Support Engineer is responsible for handling problems that have been reported by customers or other Ericsson support organizations.

 Key Qualifications:
•Education: Bachelors in Engineering (B.E/ B.Tech in IT, Telecom)
•6-12 years of experience required  in supporting/ Integration of OSS-RC and ENIQ Solution
•Customer issue handling
•Handling of proactive support (optional)
•Software Update Management handling (optional)
•KCS Coaching (optional)
•RSG Coaching (optional)
•Negotiation & Argumentation skills
•Administrative Skills
•Planning & Organizing skills
•Problem solving & strategic thinking
•Presentation & communication skills
•Software support
•Network level competence
•Delivering Results & Meeting Customer Expectations
•Analyzing
•Presenting & Communicating Information
•Applying Expertise & Technology
•Planning & organizing
•Working with People

 Key Responsibilities:
•Handle all severity CSRs (emergency, high, medium, low)
•Mentor the team for OSS and ENIQ knowledge and troubleshooting
•Attend various customer meetings
•Help Delivery Manager in CSR escalation
•Customer Issue handling
•Handling of proactive support
•Software Update Management (SUM) handling
•Knowledge Management Tool (KCS) Coaching
•Remote Service Gateway (RSG) Coaching

 Additional Requirements:

A ) Ericsson CS Knowledge
 - Understanding of CSR / TR / Metis / EKB
 - Understanding of CSR escalation to next support level
B) OSS-RC & ENIQ Technical Knowledge
 - Extremely good knowledge of OSS-RC and ENIQ Solutions with Hands-on exp.
 - Working knowledge of various OSS-RC and ENIQ knowledge applications
 - Knowledge of EU installation and small upgrades within OSS-RC and ENIQ Tracks
 - Efficient in troubleshooting FM, PM, CM, PLT technical areas of OSS-RC
 - Fair knowledge of ENIQ Events
 - Basic knowledge of XMATE, OSS Navigator
 - Independent in handling / troubleshooting all OSS and ENIQ CSRs
 - Very good understanding of OSS X86 Blade solutions
 - Able to check various upgrade paths and prerequisite of upgrades
C) 3PP Technical Knowledge
 - Extremely good knowledge of Solaris and Linux OS
 - Extremely good knowledge of VxVM, VCS, Cloud and Netbackup
 - Knowledge of SAN fundamentals
 - Knowledge of IP Fundamentals
 - Good knowledge of Symetac SFS
 - Scripting knowledge e.g. Shell, Perl, python or Java.
D) Soft skills
 - Good in CRM
 - Fluency in English Speaking
 - Knowledge of French, German or Spanish will be added advantage
 E) Leadership
 - Possess good leadership skills
 - Mentor the team for OSS-RC and ENIQ Solutions
 - Handle escalations on behalf of team
 - Good coordination between Line Manager and Delivery Manager
 - Innovation oriented approach