Job Description :

The L3 and Emergency support engineer are mainly responsible for handling problems that have been reported by customers or other Ericsson support organizations and shall provide contracted customer support services according to established processes like Trouble Ticket Handling and knowledge sharing.

Responsibilities :

The position includes investigation of complex technical problems and provides remedy or solutions as per committed service level and lead time.

The candidate will be responsible for the competence development of resources to handle global trouble tickets of different priorities and categories in the respective domain through mentoring, coaching, knowledge sessions, or any other possible mechanism.

• Maintain system configuration records for SW, Market Features, and Network Configurations for the assigned customers.
• Giving guidance in developing Operation & Maintenance instructions.
• Implementation of proactive maintenance procedures.
• Work with Configuration Management to access needed information for standard and customized solutions.
• L3 and Emergency support engineer should understand and work with Solution Management processes.
• Isolate the product faults and raise the TR. Evaluate the answer provided to TR.
• The L3 and Emergency support engineer will support the design maintenance team to reproduce the fault.
• Ensure the quality of Emergency corrections and Intermediate correction Packages delivered to customers.
• Support FFI, FNI, FOA, DVA.
• Experience in design and maintenance is an added advantage.
• Knowledge of at least one scripting language is a must.
• Familiar with Agile ways of working.
• Should be open to work in Emergency ROTA.

You will :

• Working with assigned tickets and/ helping team member(s) in handling and troubleshooting the tickets, using support tools adhering to defined support processes and procedures.
• Analyze problems and identify suitable solutions to these problems.
• Through contact with external customers and internal support, functions gather data and information about any specific problem that has been reported to Ericsson.
• Actively engage in communication with other engineers for the purpose of knowledge sharing etc.
• Interaction with Design maintenance/ 3PP as required with respect to TT/TR.
• Evaluation of answers and solutions received from other competence units such as design maintenance of self and partner units to verify that the answer/ solution will clear the problem reported by the customer.
• In the line of supporting our products, identify possible improvements to the products that will make them more maintainable and user friendly. Document these possible improvements in Requirements.
• Specifications as input to the design of new generations of the products.
• Notification of process problems and irregularities to the responsible management. These problems/irregularities may be within the own organization or within any of the organizations within Ericsson handling customer support requests.
• Registration of new known solutions and updating of existing known solutions based on the answers/solutions developed within own Line-organization or received from elsewhere.
• Provide emergency support.
• Produce technical aids, guides as service documentation. Generate maintenance bulletins and hazard warnings.
• Ensure the quality answer is provided to each problem handled.

To Be Successful In The Role You Must Have :

• 6+ years of work experience in troubleshooting and resolving issues at the capacity of SLS/PLM/DU level or at the capacity of Solution Architect.
• Should have good knowledge of Operating System (Linux).
• Should have good knowledge in Java, Spring, Angular JS, Junit, Robo framework, Python/Ruby.
• Knowledge in Ericsson IOTA DM is an added advantage.
• Should have good knowledge in Docker/Kubernetes/ Redhat open stack.
• Should have good knowledge and troubleshooting skills in Microsoft AZURE, VMware.
• Good knowledge in MQTT, COAP, LwM2M, and REST protocols.
• Should have good knowledge in Enterprise Postgre DB/Cassandra/Redis DB.
• Ability to work effectively in cross-functional teams.
• Should be aware of Processes and all tools used for support.
• Technical degree in Telecommunication/ related area.

About us :

Ericsson is one of the leading providers of Information and Communication Technology (ICT) to service providers. We enable the full value of connectivity by creating game-changing technology and services that are easy to use, adapt, and scale, making our customers successful in a fully connected world. Headquartered in Stockholm, Sweden, Ericsson is proud of its global presence across 100+ countries and market areas. With a strong focus on innovation, we possess 49 thousand registered patents and global strength of over 95 thousand competent professionals. We also take pride in supporting networks that cater to a capacity of 40 percent of the world’s mobile traffic, thereby connecting more than 2.5 billion subscribers and counting. We are a world leader in the rapidly changing environment of communications technology – by providing hardware, software, and services to enable the full value of connectivity.