Support Engineer
Ericsson
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About this opportunity:
We are excited to present the opportunity to join our esteemed Ericsson team as a Support Engineer. If you have the passion for finding solutions and stabilizing issues, the prowess to work with data-driven solutions, deep knowledge of products, customer networks, and evolving technology, and an aptitude for handling operational and technical issues for dedicated customers or domains, we invite you to apply. This role demands a sharp and proactive problem-solver, thorough with established processes and Service Level Agreements, who seeks to provide support and prevent faults through vigilance, initiative and effective communication.
What you will do:
- Prefer Candidate having Ericsson Charging System experience. Catalog Manager or Order care experience or BSS experience.
- One must have worked as Global or local Support profiles.
- Emergency handling experience is needed to support clients.
- Own and manage Customer Service Requests, from contract validation to issue resolution.
- Remain compliant with CS delivery norms and strategies, following the most recent agreed ways of working.
- Investigate, analyse, report, and propose solutions for product security related matters as per contract.
- Build and maintain strong customer relationships through direct communications and participation in OMNI chats.
- Contribute to emergency situations, facilitating quick restoration of customer networks.
- Plan and ensure contracted software implementation in customer networks for optimal performance.
- Drive add-on-sales, assisting account teams to expand business with their customers.
- Utilize and regularly update content from the Structured Knowledge Management Process, and actively suggest content improvement.
The skills you bring:
Technical skills:
- Containerization
- Ericsson Charging Experience
- CKA
- DevOps
- Red Hat Open stack
- Cloud technology
- Cassandra
- Hadoop
- Python/ Java
- Understanding of Diameter Gx/Gy, CAMEL protocols.
Other skills:
- Customer Problem Management.
- Change and Improvement Management.
- CS Portfolio competence.
- Data Analysis.
- Negotiation.
- Customer Success.
- Machine Learning.
- Customer Relationship Building.
- CSR Handling Process.
- Knowledge transfer and re-use.
- Trade Compliance.
- Knowledge Sharing and Collaboration Skills.
- Release and change management.
Why join Ericsson?
At Ericsson, you´ll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what´s possible. To build solutions never seen before to some of the world’s toughest problems. You´ll be challenged, but you won’t be alone. You´ll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.
What happens once you apply?
Click Here to find all you need to know about what our typical hiring process looks like.
Encouraging a diverse and inclusive organization is core to our values at Ericsson, that's why we champion it in everything we do. We truly believe that by collaborating with people with different experiences we drive innovation, which is essential for our future growth. We encourage people from all backgrounds to apply and realize their full potential as part of our Ericsson team. Ericsson is proud to be an Equal Opportunity Employer. learn more.
We are committed to providing reasonable accommodations to all individuals participating in the application and interview process. If you need assistance or to request an accommodation due to a disability please reach out to Contact us
We are proud to announce Ericsson India is ranked 19th among all 50 countries and is once again officially Great Place to Work Certified™ in 2024. Every year, more than 10,000 organizations from over 60 countries partner with the Great Place to Work® Institute for assessment, benchmarking and planning actions to strengthen their workplace culture and this Certification acknowledges our employees value their employee experience and our workplace culture.
Primary country and city: India (IN) || Pune
Req ID: 769480
Summary
Provide technical support, manage customer requests, and ensure service compliance.
Job title
Support Engineer
Experience level
3+ years
Industry
telecommunications
Location requirements
Located in Pune, Maharashtra, India; remote work not allowed.
Salary
Not specified
Visa sponsorship
H-1B sponsor history
Management role
No
Required skills
Preferred skills
Specializations
Structured locations inferred from the posting.
Pune, Maharashtra, India