Support Engineer ( Domain - Mobile OSS , Products - OSS RC & ENIQ)

Job description

Req ID: 152512

Ericsson Overview

Ericsson is a world-leading provider of telecommunications equipment & services to mobile & fixed network operators. Over 1,000 networks in more than 180 countries use Ericsson equipment, & more than 40 percent of the world's mobile traffic passes through Ericsson networks. Using innovation to empower people, business & 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 & 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 & an innovative & engaging environment where employees enhance their potential everyday. Our employees live our vision, core values & guiding principles. They share a passion to win & 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 & growth opportunities that allow you to acquire the knowledge & skills necessary to reach your career goals.

Position

Support Engineer

Domain

Mobile OSS ( OSS –RC & ENIQ )

Job Summary

The Support Engineer is responsible for handling problems that have been reported by customers or other Ericsson support organizations.

Responsibilities & Tasks
•Customer Issue handling
•Handling of proactive support
•Software Update Management (SUM) handling
•Knowledge Management Tool (METIS) Coaching
•Remote Service Gateway (RSG) Coaching

Desired profile

Position Qualifications

Education

Bachelors/Masters in Engineering

Core Competences:

•Negotiation & Argumentation skills
•Administrative Skills
•Planning & Organizing skills
•Problem solving & strategic thinking
•Presentation & communication skills
•Software support
•Network level competence
•Delivering Results & Meeting Customer Expectations
•Analyzing
•Presenting & Communicating Information
•Applying Expertise & Technology
•Planning & organizing
•Working with People

Experience: At least 2-4 years’ experience in supporting/ Integration of OSS-RC and ENIQ Solutions.

Key Technical Skills

A) Ericsson Customer Support Knowledge
- Understanding of CSR / TR / Metis / EKB
- Understanding of CSR escalation to next support level
B) OSS-RC & ENIQ Technical Knowledge
- Extremely good knowledge of OSS-RC and ENIQ Solutions with Hands-on exp.
- Working knowledge of various OSS-RC and ENIQ knowledge applications
- Knowledge of EU installation and small upgrades within OSS-RC and ENIQ Tracks
- Efficient in troubleshooting FM, PM, CM, PLT technical areas of OSS-RC
- Fair knowledge of ENIQ Events
- Basic knowledge of XMATE, OSS Navigator & Optimi
- Independent in handling / troubleshooting all OSS and ENIQ CSRs
- Very good understanding of OSS X86 Blade solutions
- Able to check various upgrade paths and prerequisite of upgrades
C) 3PP Technical Knowledge
- Extremely good knowledge of Solaris and Linux OS
- Extremely good knowledge of VxVM, VCS and Netbackup
- Knowledge of SAN fundamentals
- Knowledge of IP Fundamentals
- Good knowledge of Symantec SFS
- Scripting knowledge e.g. Shell, Perl or Java.
D) Soft skills
- Fluency in English and Speaking

Roles & Responsibilities

- Handle all severity CSRs (emergency, high, medium, low)
- Timely Escalation of the CSRs to Tier2
- Ensure CSR escalation to Tier-2 should not exceed beyond 20%
- Mentor the team for OSS and ENIQ knowledge and troubleshooting
- Attend multiple customer meetings
- Automate the day to day work as much as possible

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: India (IN) || Haryana || Gurgaon || Consulting&SysInt IT; ProdMgt; R&D SalesStratMkt&ComMgt ServEng; SharedServ; Stud&YP Supply&Log