Job Description

About the Company

This company is one of the leading providers of Information and Communication Technology (ICT) to service providers. They enable the full value of connectivity by creating game-changing technology and services that are easy to use, adopt, and scale, making our customers successful in a fully connected world.

Our client is a Swedish multinational networking and telecommunications company headquartered in Stockholm. The company sells infrastructure, software, and services in information and communications technology for telecommunications service providers and enterprises, including, among others, 3G, 4G, and 5G equipment, and Internet Protocol (IP) and optical transport systems. The company employs around 100,000 people and operates in more than 180 countries. They has over 57,000 granted patents.

Job Summary

The Support Engineer is working to provide solutions to problems that have been reported by customers according to established processes and contracted Service Level Agreements. The support Engineer has product/domain, and/or solutions knowledge and/or customer networks knowledge as well as knowledge of technology evolution of product/domain. In case additional services are contracted with the customer the Support engineer will also handle e.g., Pre-emptive and Software Update handling.

Related to Problem Management, Support Engineer is responsible for the implementation of preventive actions and reporting results of implementation.

Responsibilities:

General:

• Handle and resolve customer issues.
• Provide dedicated support and deliver results to meet customer expectations.
• Handle Software Update Management (SUM).
• Handle customers and internal stakeholders from a technical perspective.
• Work with a diverse team.

Operational:

• Keep track of ongoing customer service requests and ensure that concerns are being addressed with the right priority.
• Analyze and troubleshoot to handle and provide support in critical and emergency cases when needed.
• Interface and interact with relevant stakeholders within the organization and ensure timely progress on customer service requests for critical/priority cases.
• Available to handle customer technical queries all the time and ensure timely response.
• Make constant efforts to be updated on relevant technical skills all the time.
• Participate in project activities and involve as needed.
• Take handover from project and ensure all the checkpoints are completed.
• Organize and deliver knowledge sharing sessions with stakeholders.
• Review and prepare relevant technical documents, e.g. RCA.

Customer Specific:

• Establish a good working relationship with the customer and working groups.
• Take part in operational review meetings as and when required.
• Understand and stay updated on solutions deployed in the customer network.
• Make customers aware of product life cycle, i.e. hardware or software.
• Interface with customers for planned activities in the network as needed.

Business Related:

• Provide technical support to the Service Delivery Manager in all respects.
• Participate and contribute during pre-sales engagement activities, if needed.
• Understand the contractual obligations for support delivery.
• Ensure that KPIs are met according to SLA.
• Identify add-on sales opportunities.

Requirements:

Behavioral Competencies:

• Creating and innovating to come up with new ideas and solutions.
• Entrepreneurial and commercial thinking to understand business needs and opportunities.
• Persuading and influencing to effectively communicate and gain support for ideas and proposals.
• Applying expertise and technology to solve problems and improve processes.
• Analyzing to gather and evaluate information and make informed decisions.
• Delivering results and meeting customer expectations by setting goals and achieving them.

Soft Skills:

• Presentation and communication skills to effectively convey ideas and information.
• Teamwork and collaboration skills to work effectively with others towards a common goal.
• Market insight to understand industry trends and competition.
• Financial understanding to analyze financial information and make informed decisions.
• Consultative selling skills to understand customer needs and provide tailored solutions.
• Negotiation skills to reach mutually beneficial agreements.
• Leadership skills to inspire and motivate others towards a common goal.

Education Qualification & Years of Experience:

• Education: BE/B Tech or equivalent
• Minimum years of experience: 10+ years

Skill Experience:

• Experience working in 4G & 5G Packet Core is a must. The following applications/functions are considered part of Packet Core: MME/AMF/SMF/PCC, EPG/Packet Gateway, SAPC/CCPC/5G Policy Controller.
• Exceptional troubleshooting skills are required to solve customer issues.
• Ability to perform tracing and complex logs analysis for Packet Core Nodes (4G & 5G).
• Exposure to any of the following Cloud Core applications/environment is desired: CCSM/CCDM/CCRC (Sub. Management, Data Management, Resource Function), OpenStack (CEE), Kubernetes (CCD), IP Routing, IMS.
• Strong technical acumen should be exhibited when dealing with complex customer issues.
• Should have worked in a support function earlier.
• Past experience with Ericsson will be preferred.
• Good knowledge of 3GPP in 5G Packet Core.

MatchaTalent