Support Engineer - Cloud Infrastructure

at  Ericsson

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.

• 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