Grow with us

About this opportunity:
We are now looking for a Support Engineer that will provide technical support to our customers. In this role, you will mainly handling Emergency cases and other problems that have been reported by the customer. The Support Engineer provides the contracted customer support services according to established processes.
The work is performed according to Procedures Manuals per customer.
The Support Engineer typically interacts with customer technical staff, operation managers, service engineers, Service Delivery Managers and other groups within the Service Delivery organization. You may also interact with groups in sales, R&D, 3rd party suppliers and local authorities.
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.

What you will do:

• Receiving and proceeding Emergency calls from the customer
• Participation in remedy/restoration of the customer’s system in case of critical situation (Emergency),
• Working with assigned Customer Service Requests (CSR), using support tools and according to global support processes and procedures.
• Analyze problems and identify suitable solutions to these problems
• Through contact with external customers gather data and information about any specific problem that has been reported to Ericsson
• Working with CSR assigned, while using Metis or tools specified in the global processes and procedures.
• Actively assist the Service Deliver Manager in his/her daily work (Incident management, CSR review meeting, data collection...etc)

The skills you bring:

• Min. Bachelor’s Degree in Engineering or equivalent
• Very good knowledge of Ericsson Packet Core nodes, SGSN-MME, GGSN, EPC, v EPC
• Good Understanding of Packet Core surrounding Nodes (Like IMS, OCC, Charging Nodes)
• Good knowledge of SAPC (Policy server), IPWorks (DNS)
• Knowledge of virtualization and the Cloud Systems
• Excellent IP background
• Very good knowledge of Linux
• Good command of English language, both verbal and written
• Good communication skills
• Ability to work under stressful situations, meet tight deadlines and deliver services with high quality
• Ability to work in a team environment
• Customer handling attitude

Advantage if you have:

• Experience from Customer Support Services or Network Operations within the IT/Telecom industry
• Experience supporting Packet Core products on global level or in Market Area/Customer Unit CNS.
• Scripting knowledge