Support Engineer
About this opportunity:
At Ericsson, we are seeking a knowledgeable and dedicated
Support Engineer to join our team. In this pivotal role, you will be charged
with providing data-driven solutions to customer reported issues in line with
set processes and Service Level Agreements. The role involves identifying,
isolating, and resolving faults, as well as working towards network stability.
As your experience grows, you’ll handle more operational and technical issues
for specific customers, solutions, or domains.
What you will do:
- Lead
investigations and drive the resolution of customer issues throughout the
CS portfolio.
- Actively
participate in on-site activities, particularly when remote access is
insufficient.
- Contribute
to the resolution of emergencies through fault isolation and restoration
of customer networks and solutions.
- Support
problem management in identifying and categorizing significant operational
or business impacting problems.
- Handle
administrative, operational, and technical issues relating to the
customer’s contracts and installed base.
- Participate
in Security Reviews as the primary contact for customers and subject
matter expert in security matters.
The skills you bring:
- Customer
Problem Management.
- Negotiation.
- Knowledge
Transfer and Reuse.
- Knowledge
Sharing and Collaboration Skills.
- Release
and change management.
- Coaching
and Mentoring.
- Change
and Improvement Management.
- Preemptive
support competence.
- CS
Portfolio competence.
- Data
Analysis.
- Customer
Success.
- Machine
Learning.
- Customer
Relationship Building.
- CSR
Handling Process.
- Trade
Compliance.