We are now looking for a Support Engineer that will provide technical service and support to our customers. In this role, you will troubleshoot and resolve problems to stabilize and optimize customer networks. 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.
Working as a support engineer will 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.
Responsibilities & Tasks
•Customer Issue handling
•Handling of proactive support
•Software Update Management (SUM) handling
•Knowledge Management Tool (KCS) Coaching
•Remote Service Gateway (RSG) Coaching
•Negotiation & Argumentation skills
•Planning & Organizing skills
•Problem solving & strategic thinking
•Presentation & communication skills
•Network level competence
•Delivering Results & Meeting Customer Expectations
•Presenting & Communicating Information
•Applying Expertise & Technology
•Planning & organizing
•Working with People
Minimum Qualifications & Experience Requirements:
•B.E./B. Tech in ET or Computer
•4-12 Years of Relevant Experience
•Customer issue handling
•Handling of proactive support (optional)
•Software Update Management handling (optional)
•KCS Coaching (optional)
•RSG Coaching (optional)
1.Ericsson CS Knowledge
- Understanding of CSR / TR / Metis / EKB
- Understanding of CSR escalation to next support level
2.IPBBNMS Technical Knowledge
•Good knowledge of IPBBNMS, OSS-RC and ENIQ Solutions with Hands-on exp.
•Good level Troubleshooting skills on Linux System Administration along with patching.
•In-depth knowledge on protocols - SNMP/ TCP/IP / OSI etc is preferred.
•Rich Experience with Ericsson/Non- Ericsson SDH/DWDM/Microwave/ ADSL/FTTH product portfolio.
•Virtualization techniques (Xen, VMWare) and High Availability concepts (Cluster using pacemaker with failover) including basic Cloud Technologies an advantage.
•Knowledge of Hardware (Blade C7000, Rack HP DL360) with basic networking and SAN storage techniques, nfs, iscsi etc. would be an advantage.
•Ability on negotiating with all stakeholders. Should be a positive and motivated team player as well as an independent contributor.
•Should practice systematic knowledge transfers open to the reverse by other team members.
•Expertise on simulation of problems in lab environment and associated troubleshooting.
•Wide exposure on different database schemas and designing tools to overcome database discrepancies. (Mysql, PostgreSQL, Ingres)
•Expertise on executing test specifications to verify solution to issues raised.
•System Admin and Troubleshooting Expertise on HP UX V1/V2/V3 would be an advantage.
•Good understanding & troubleshooting skills on IPBBNMS Domain applications such as SO-EM, IPTNMS, TMF, architecture & respective interfaces (NBIs, SBIs) would be an added advantage.
•Good understanding on ticketing tools (SAP P40, Metis) in terms of administration, adherence to SLA/WLA & timely closure of trouble tickets.
•Experience in Interfacing with design & thorough administration of trouble reports (TR) would be an added advantage.
•Efficient in troubleshooting FM, PM, CM, PLT technical areas of OSS-RC
•Very good understanding of OSS X86 Blade solutions
1.3PP Technical Knowledge
- Extremely good knowledge of Solaris and Linux OS
- Extremely good knowledge of VxVM, VCS and Netbackup
- Knowledge of SAN fundamentals
- Knowledge of IP Fundamentals
- Good knowledge of Symetac SFS
- Scripting knowledge e.g. Shell, Perl or Java.
D) Soft skills
- Good in CRM
- Fluency in English Speak-
- Possess good leadership skills
- Mentor the team for IPBBNMS, OSS-RC and ENIQ Solutions
- Handle escalations on behalf of team
- Good coordination between Line Manager and Delivery Manager
- Innovation oriented approach
Roles & Responsibilities
- Handle all severity CSRs (emergency, high, medium, low)
- Mentor the team for IPBBNMS, OSS and ENIQ knowledge and troubleshooting
- Attend various customer meetings
- Help Delivery Manager in CSR escalation