We are now looking for a Support Engineer that will provide technical service and support to our customers in RAN 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
Technical domain experience: RAN
Related working experiences on customer support, network build or network optimize
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
Education: Bachelor's degree or higher
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.
- 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
- Scripting & coding
- Analyze network trend and propose proactive solutions to key clients
- Min years of experience: 4 years for RAN
- Domain experience: RAN
- Negotiation & argumentation skills
- Planning & organizing skills
- Delivering results & meeting customer expectations
- Presentation & communication skill
- Helpful nature to others
- Knowledge of Unix, Linux
- Knowledge of TCP/IP Networks
- E2E Troubleshooting of radio nodes for 3G-4G and new 5G
1.Understanding for RF, call flow and Air Interface(L3/L2/L1)
2.Performing to activate trace logs
3.Analyzing UE logs and singling sequence analysis
4.Knowledge of general counters and KPI
- Programming skills (Preferable)
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: Japan (JP) || || Yokohama || ServEng
Req ID: 331914