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Do you want to be part of shaping the future? From making connectivity more accessible to the latest IoT solutions, you have an opportunity to be where it begins.

Professionnel de support cloud - Cloud Support Professional

Job Description

Date: May 4, 2020



Résumé du poste:


Nous sommes à la recherche d'un Professionnel de support cloud   qui fournira le service technique et l’assistance dont nos clients ont besoin. Dans ce rôle, vous dépannerez et résoudrez les problèmes pour stabiliser et optimiser les réseaux des clients. Vous configurerez et intégrerez différents nœuds et solutions dans des réseaux clients nouveaux comme existants. Le Professionnel de support cloud  interagit généralement avec le personnel technique du client, les responsables des opérations, les techniciens de maintenance et d'autres personnes au sein du service responsable de la prestation des services. Vous pourrez également interagir avec des personnes au sein des service des ventes, de la R & D, des fournisseurs tiers et des autorités locales. Comme il n'y a pas de frontières distinctes entre les différents domaines, vous devrez être flexible et maîtriser plus d'un domaine.


Vous devrez voyager à l'étranger et travailler dans différents environnements culturels. Le développement technique est rapide et vous serez devrez maintenir en permanence vos compétences et vos connaissances à jour.  Travailler en tant qu'ingénieur du service d'assistance technique nécessitera une grande connaissance du domaine des télécommunications et de Datacom, couvrant à la fois le matériel, les logiciels et les réseaux. Vous travaillerez, collaborerez et communiquerez dans un environnement international, tant avec des collègues en interne qu'avec des clients et des fournisseurs d'Ericsson.


Ce poste exige souvent d'assumer de grandes responsabilités et il est important que vous puissiez travailler de façon autonome.


Responsabilités professionnelles :


  • Gestion des problèmes des clients
  • Gestion du service d’assistance technique dédié
  • Gestion de la mise à jour logicielle (SUM)
  • Encadrement de la passerelle de service à distance (Remote Service Gateway - RSG)


Qualifications clés :


  • Formation : Diplôme universitaire, minimum un master en ingénierie (informatique, télécommunications)
  • Expérience minimum : 1 à 2 ans
  • Domaine d’expérience : Linux & Cloud
  • Compétences en matières de négociation et d'argumentation
  • Compétences en matières de planification et d'organisation
  • Fournir des résultats et répondre aux attentes des clients
  • Compétences en communication et en présentation
  • Travailler avec d’autres personnes
  • Appliquer l'expertise et la technologie



Exigences supplémentaires :

Disponibilité téléphonique 24/24 et 7/7.



Job Summary: 

We are now looking for a Cloud Support Professional 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 Cloud Support Professional 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 Cloud Support Professional 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
  • Handling of dedicated support
  • Software Update Management (SUM) handling
  • Remote Service Gateway (RSG) mentoring


Key Qualifications:

  • Education: Academic degree, minimum on bachelor level, in engineering (IT, Telecom)
  • Minimum Experience: 1 to 2-years 
  • Domain experience: Linux & Cloud
  • Negotiation & argumentation skills
  • Planning & organizing skills
  • Delivering results & meeting customer expectations
  • Presentation & communication skill
  • Working with people
  • Applying expertise & technology
  • Additional Requirements:
  • Available on call 24/7


Do you believe that an organization fostering an environment of cooperation and collaboration to execute with speed creates better business value? Do you value a culture of humanness, where fact based decisions are important and our people are encouraged to speak up? Do you believe that diverse, inclusive teams drive performance and innovation? At Ericsson, we do. 


DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. 

They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position. 
Therefore employees assigned may be required to perform additional job tasks required by the manager.


Primary country and city: Canada (CA) || || Montreal || IT

Req ID: 368982