Support Engineer

About this opportunity:

At Ericsson, we are seeking a knowledgeable and dedicated Support Engineer to join our team. In this pivotal role, you will be charged with providing data-driven solutions to customer reported issues in line with set processes and Service Level Agreements. The role involves identifying, isolating, and resolving faults, as well as working towards network stability. As your experience grows, you'll handle more operational and technical issues for specific customers, solutions, or domains.

What you will do:

• As a Technical Support Engineer will research, diagnose, troubleshoot, and resolve customer issues in an accurate and timely manner. You will be responsible for working with different systems, software, and hardware and follow standard procedures to escalate unresolved issues to appropriate internal departments.
• You will research, diagnose, troubleshoot, and resolve customer issues in an accurate and timely manner. 
• You will be responsible for working with different systems, software, and hardware and follow standard procedures to escalate unresolved issues to appropriate internal departments.
• Lead investigations and drive the resolution of customer issues throughout the CS portfolio.
• Actively participate in on-site activities, particularly when remote access is insufficient.
• Contribute to the resolution of emergencies through fault isolation and restoration of customer networks and solutions.
• Support problem management in identifying and categorizing significant operational or business impacting problems.
• Participate in Security Reviews as the primary contact for customers and subject matter expert in security matters.
• In time, you will be added to the on-call roster (24/7) where you will be handling Emergency issues raised by our Customers.
• You will need to be able to contact customers directly to discuss and understand their problem and also be able to provide and convey technical information and answers back to the customer. This may be via the Customer support portal, Document creation, MS Teams sessions or in person at a customer’s premises to either a technical team and/or the customer management.

The skills you bring:

• 4 to 5 years strong knowledge about 5G/4G RAN latest features.
• Strong technical acumen should be exhibited when dealing with complex customer issues. 
• Strong configuration knowledge of various RAN Solution in MSRBS/DSS/CA
• Should able do tracing and complex logs analysis for RAN Nodes
• Must have call flows, protocols, and Interface related knowledge in 5G RAN network
• Ability to technically analyze and approve solution implementation for the customer
• An exceptional troubleshooting skill is required to solve the customer issues without escalating to the next level for competence units.
• Transport and Core network basic troubleshooting
• Must have worked in a telecom support/care/Level2/R&D/Integration function earlier
• Experience with Ericsson will be preferred
• Well versed with the customer support process

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) || Mumbai

Req ID: 787705