Support Engineer

at  Ericsson

Auckland City, Auckland, New Zealand -

Start DateExpiry DateSalaryPosted OnExperienceSkillsTelecommuteSponsor Visa
Immediate18 Feb, 2025Not Specified18 Nov, 2024N/ARestoration,Negotiation,Remote Access,Data Analysis,Trade Compliance,Fault Isolation,Mentoring,Machine Learning,Knowledge Sharing,Relationship Building,Reuse,Problem ManagementNoNo
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Description:

JOIN OUR TEAM

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.

Ericsson is proud to be an Equal Opportunity and Affirmative Action employer, learn more. We are committed to providing reasonable accommodations to all individuals participating in the application and interview process. If you need assistance or to request an accommodation due to a disability please reach out to Contact us. We are proud to announce at Ericsson Australia, our employees have once again voted us as a Great Place to Work® and we have been officially Certified™ in 2024. Every year, more than 10,000 organizations from over 60 countries partner with the Great Place to Work® Institute for assessment, benchmarking and planning actions to strengthen their workplace culture and this Certification acknowledges our employees value their employee experience and our workplace culture.

Ericsson Australia Employee Benefits

  • Wellness: Ericsson Australia offers a variety of programs crafted to support your physical and emotional wellbeing.
  • Paid Time Off: We encourage all employees to switch off to recuperate and recharge through paid time off.
  • Work Conditions: Looking to find better work / life balance? Speak to us about flexible work arrangements**
  • Employee Discounts: We offer employees access to discounted health insurance, groceries and entertainment through our partner providers.
  • Employee Development: Working at Ericsson gives you access to Degreed, an integrated learning platform where you can learn, upskill, develop and measure your skills.
  • Awards: Ericsson values dedication, and we regularly recognize employee commitment through award programs i.e. service awards and peer recognition.

Responsibilities:

  • 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


REQUIREMENT SUMMARY

Min:N/AMax:5.0 year(s)

Information Technology/IT

IT Software - Other

IT

Graduate

Proficient

1

Auckland City, Auckland, New Zealand