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At Ericsson, you can be a game changer! Because working here isn’t just a deal. It’s a big deal. This means that you get to leverage our 140+ years of experience and the expertise of more than 95,000 diverse colleagues worldwide. As part of our team, you will help solve some of society´s most complicated challenges, enabling you to be ‘the person that did that.’ We’ve never had a greater opportunity to drive change; setting the bar for technology to be inclusive and accessible; empowering an intelligent, sustainable, and connected world.

Are you in?

Support Engineer

Job Description

Date: Apr 30, 2020

We are now looking for a Support Engineer that will provide technical service and support to our customers in CUDB 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  

Position Qualifications
Technical domain experience: CUDB
Related working experiences for 3 years in Ericsson and domain experiences for 2 years.
Soft skills to work with people, drive for results and enhance customer satisfactions
Problem solving and troubleshooting skills
English or Japanese skills in both writing and speaking
Innovating, adapting and responding to change 
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.

Job Responsibilities: 
- 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

Key Qualifications:
- Education: Bachelor´s in Telecom
- Min years of experience: 3 years in Ericsson and 2 years in CUDB
- Domain experience: CUDB
- Experienced IT Skills (Linux, Programming, etc)
- Negotiation & argumentation skills
- Planning & organizing skills
- Delivering results & meeting customer expectations
- Presentation & communication skill
- Consulting Skills
- Helpful nature to others

Core Competencies:
- Technical knowledge and experience in Ericsson a must
- Problem solving skills a must
- Leadership skills a must


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 || Consulting&SysInt

Req ID: 355642