1st Level Operations

Job description

Ericsson Overview

Ericsson is a world-leading provider of telecommunications equipment and services to mobile and fixed network operators. Over 1,000 networks in more than 180 countries use Ericsson equipment, and more than 40 percent of the world's mobile traffic passes through Ericsson networks. Using innovation to empower people, business and society, we are working towards the Networked Society, in which everything that can benefit from a connection will have one. At Ericsson, we apply our innovation to market-based solutions that empower people and society to help shape a more sustainable world.

We are truly a global company, working across borders in 175 countries, offering a diverse, performance-driven culture and an innovative and engaging environment where employees enhance their potential everyday. Our employees live our vision, core values and guiding principles. They share a passion to win and a high responsiveness to customer needs that in turn makes us a desirable partner to our clients. To ensure professional growth, Ericsson offers a stimulating work experience, continuous learning and growth opportunities that allow you to acquire the knowledge and skills necessary to reach your career goals.

1. Position Title
1st level Broadcast Operations Technician
1. Position Purpose
The Broadcast Operations Technician function is one of the key components of the Broadcast Operations Delivery. 1st level Technician is responsible for the reactive maintenance of the administered systems. It will work closely with 2nd level Engineers in order to ensure systems availability and spot any possible points of failure.
1st level Operations are supposed to handle in a proper manner all the monitoring systems and detect all the critical alerts. Along with monitoring, the Ticketing System represents a focal point of the work performed.
1. Responsible for
Overall responsibility of Event Management and 1st level Incident Management. Responsible to manage the delivery of services and to perform 1st level assurance support activities, according to Ericsson’s and the customer’s network particularities and requirements.
This Job Role is responsible for the coordination, support, management and execution of 1st Level proactive and reactive maintenance activities to ensure that services provided to customers are continuously available and performing to Service Level Agreement (SLA) performance levels.
The 1st level Technician will work according on a pattern that covers 24 X 7 shifts. This implies working 11h30min shifts that may include weekends, public holidays and night shifts. All employees must work an average of 8 hours/day, 40 hours/week; due to the shift pattern the average is computed on a two months period.
1. Supervises
The position has no direct reports. It is in charge of the function and has responsibility that all assigned tasks are completed.
1. Main activities
• Is responsible for providing support in a 24x7 Environment, using tools such as Zabbix & Nagios to identify issues
• Fault handling and corrective actions (troubleshooting, log collection, root cause analysis)
• Incident management and ticket handling
• User account management handling
• Initial impact analysis
• Special Events Monitoring
• Change Management support
• supporting VMware environments
• Supporting systems residing on various Linux distributions.
• Executing and understanding scripts written in different languages (bash, perl)
• Understanding and executing basic queries in SQL
• Understanding of IP networking and common protocols such as FTP, HTTP and SSH, and understanding of network security practices including the use of VPNs, ACLs and firewalls
• Basic experience with network troubleshooting e.g. trace route, MTRs, Ping, routing loops, understanding TCP dump capture
• Support 2nd Level on recurrent/repetitive tasks
• Documentation (updating or creating Operational Instructions and / or Job Aids)
• Discover errors and weak points within the processes and provide improvements and update/create new ways of working.
• Support smooth transfer of new projects whenever they occur, showing interest and involvement in all knowledge transfer and sharing, coming from the customer or colleagues
• Perform basic Functional and / or Performance testing when necessary or at request
• Following Instructions & procedures
• Working with People
• Analyzing existing issues and redirecting to the proper department and level of support
• Applying Expertise & Technology
• Delivering Results & Meeting Customer Expectations
• Problem Solving & strategic thinking
• Knowledge sharing
• Good communication skills. English language is a must, both written and verbal
• Working in a team environment
• Working under pressure
• Efficiency improvement management
• Continuously drive for efficiency, improvements and automation and excellence in service delivery
1. Performance measurements
Will be measured on financial indicators provide by Manager Broadcasting Operations and operational performance related measurements. These operational related measurements will be:
• Response time in the agreed timeframe
• No critical alarms to be missed
• Ticketing System Incidents to be handled in a proper manner and due time, according to SLA
• Timely and accurately inform the TL about all matters exceeding “business as usual”
1. Internal stakeholders
There are numerous internal stakeholders. Range of stakeholders is from Management to NOC operations; very wide scale.
The 1st level function will have to interact closely with other key functions in Operations; mainly Service Desk, 2nd level Operations, Incident and Problem Management, Change Management, 3rd level of support occasionally and 3pps.
The position may rarely have to interact with external customers. However this is not a wanted position, but has to have skills to be able to deal with difficult situations.
1. Behaviors and values
• Respect; empowerment, world citizen, empowerment
• Perseverance; customer first, result orientated, accountability
• Professionalism; passion to win, courage, change agent

*LI-MG1

Ericsson provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, marital status, pregnancy, parental status, national origin, ethnic background, age, disability, political opinion, social status, veteran status, union membership or genetics.

Ericsson complies with applicable country, state and all local laws governing nondiscrimination in employment in every location across the world in which the company has facilities. In addition, Ericsson supports the UN Guiding Principles for Business and Human Rights and the United Nations Global Compact.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, training and development.

Ericsson expressly prohibits any form of workplace harassment based on race, color, religion, sex, sexual orientation, marital status, pregnancy, parental status, national origin, ethnic background, age, disability, political opinion, social status, veteran status, union membership or genetic information.

Primary country and city: Romania (RO) || || Bucharest || IT

Req ID: 193306