Support Engineer -Telco + Cloud - Gurgaon @ Ericsson

The support engineer is a member of a team with high skills in supporting customers, 1st line engineers and 3rd part in advanced troubleshooting, fault isolation andremediation, to secure availability and fast resolution of the OSS/BSS product.

You will be surrounded by people that are smart, passionate about cloud computing, and believe that world class support is critical to customer success.

Every day will bring new and exciting challenges on the job while you:

Learn and use groundbreaking technologies

Apply advanced troubleshooting techniques to provide unique solutions to our customers individual needs

Interact with leading technologists around the world

Work directly with Ericsson Product Development team to help reproduce and resolve customer issues

Leverage your extensive customer support experience to provide feedback to internal Ericsson teams on how our customers use our services

Drive customer communication during critical events

What you will do

Role responsibilities

• Deal with customer support requests according to the defined process
• Provide support in detailed technical queries and solutions to source code level problems
• Create and conclude trouble reports and update it with recommended solutions towards the Design Maintenance team when identifying SW bugs.
• Be part of 24/7 emergency duty and support on critical cases
• Collect customer feedback and submit it to the RD program to continue improving the product
• Continuously update the knowledge base and share knowledge within the organization
• Participate in FFI (First feature introduction) activities
• Provide on-site support when needed
• Be part of serviceability and service preparation activities.

Required Skills

• Documented and proven knowledge in Cloud Native concepts
• The awareness of product security , privacy and risk assessment
• Deep competence in troubleshooting and fault isolation using tools in complex it/telco systems
• Understanding, analyzing and troubleshooting code.
• Experience of scripting like bash, python, perl, ansible
• Ability to maintain a professional communication with customers/local companies, especially in critical situations
• Composure and readiness to work under high pressure from our customers/local companies while providing support

You will bring

• Minimum of 4-10 years experience running services on Linux/Unix, Technical Support, CSR Handling, Emergency Handling.
• To qualify the candidate should have demonstrated key traits required -
• A very strong customer focus
• Ability to juggle many tasks and projects in a fast-moving environment
• Be a self-starter who is excited about technology.
• Good time management and multi-tasking capabilities
• Good teammate who is also comfortable working on own initiative
• Flexibility with working hours
• Familiarity with general business terms and processes
• Innovative creative approach to problem solving coupled with advanced diagnostic technical analysis skills
• Values of Perseverance, Professionalism, Respect working with Integrity

Education

• B Tech, M Tech, or similar experience in relevant area (SW development, telco business)
• Working experience in the Telco/IT area >5 years, preferably longer