Ericsson Support Engineer ( Domain - Mobile OSS , Products - OSS RC & ENIQ) in Gurgaon, India
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.
Mobile OSS ( OSS –RC & ENIQ )
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
Bachelors/Masters in Engineering
Negotiation & Argumentation skills
Planning & Organizing skills
Problem solving & strategic thinking
Presentation & communication skills
Network level competence
Delivering Results & Meeting Customer Expectations
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
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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;