Our Exciting Opportunity:
We are now looking for a Support Engineer that will provide technical service and support to our customers. In this role, you will troubleshoot and resolve problems to stabilize and optimize customer networks. You will configure and integrate different nodes and solutions in new and live customer networks.
The Support Engineer typically interacts with customer technical staff, operation managers, service engineers and other groups within the Service Delivery organization. You may also interact with groups in sales, R&D, 3rd party suppliers and local authorities.
As there are no distinct borders between the areas, you will need to be flexible and master more than one area. You are expected to travel internationally and work in different cultural environments. The technical development is rapid, and you are responsible for continuously keeping your competence and skills up to date.
Working as a support engineer will require a broad knowledge within telecom and Datacom, covering both hardware, software and network knowledge. You will work, collaborate, and communicate in an international environment, both with colleagues internally as well as customers and suppliers to Ericsson. The role more than often requires you to take on big responsibility and it is important that you can work independently and able to prioritize specific activity in case of need.
You will:
- Handle customer issues (via CSR handling tool SMS , CSP)
- Assure the customers requests are according to the scope of service included in the contract, avoiding over delivery to generate AoS
- Act as Investigation Leader with the responsibility to own E2E CSR investigation and progress and drive towards the support and maintenance organization
- Handle Software Update Management (SUM) Drive knowledge transfer & re-use content from the Structured Knowledge Management Process
- Handle dedicated support for customers located in Serbia, including onsite interventation to customer premises whenever requested by the customer and when customer issues cannot be solved remotely (both in Emergency and Normal CSR handling)
- Handle Customer Support Activities for the customers in CU SEM, located in Western Balkan Area and potentially outside this area if needed
- Manage Customer Relationship
- Follow CS process, models & strategy
- Be part of Emergency Service Roster, delivering 24/7 Emergency support for RAN domain for the customers in the scope of Customer Support contracts
- Problem Management handling :Emergency Review Boards, handling GOLS messages, participation in RCAs
To be successful in the role you must have:
- Education: Academic degree, minimum on bachelor level, in engineering (Telecom)
- Min years of experience: 4
- Work experience: Customer facing role, Technical support role
- Domain experience: Radio Access Networks, 2G/3G/4G, 5G is a plus
- RAN Network architectures knoweldge
- Fluent in English language
- Negotiation & argumentation skills
- Planning & organizing skills
- Delivering results & meeting customer expectations
- Presentation & communication skill
- Working with people, Team working skills
- Knowledge Sharing & Collaboration skills
- Applying expertise & technology
Additional Requirements:
- Serbian speaking language is a plus.
What´s in it for you?
Here at Ericsson, our culture is built on over a century of courageous decisions. With us, you will no longer be dreaming of what the future holds – you will be redefining it. You won’t develop for the status quo but will build what replaces it. Joining us is a way to move your career in any direction you want; with hundreds of career opportunities in locations all over the world, in a place where co-creation and collaboration are embedded into the walls. You will find yourself in a speak-up environment where empathy and humanness serve as cornerstones for how we work, and where work-life balance is a priority. Welcome to an inclusive, global company where your opportunity to make an impact is endless.