Technical Support Engineer
Company: Ericsson
Location: Plano
Posted on: April 25, 2024
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Job Description:
Join our Team
Ericsson Inc. does not sponsor US work authorization for this job
position including H-1B, O-1, L-1 and TN. Ericsson also does not
hire F-1's working on EAD for this position.
About this opportunity:
Take this exciting opportunity to join our global professional team
at Ericsson as a Technical Support Engineer. This dynamic role not
only involves Change management and Operational support of telecom
networks. Our Technical Support Engineer is a crucial part of our
process, ensuring compliance. This role demands a deep technical
understanding to deliver high-quality communication, and an
emphasis on customer-focus and quality service delivery.
What you will do:
--- Perform Problem Management (RCA) and Change Management
(Standard/Emergency) activities
--- Perform Network Operational Support activities per Ericsson
guidelines
--- Perform product and service monitoring of Core & RAN components
for an operational network
--- Provide 24x7 support in a control center environment
--- Raise, assign, and manage network trouble tickets if needed
--- Isolate problems and engage fix agents for resolution
--- Manage e-mail notifications for network events
--- Answer phone calls and route appropriately for network
events
--- Monitor customer care tickets and call volumes
--- Manage the event status board and network event board
--- Work under supervisory guidance to ensure network
availability
--- Perform other tasks and assignments as required with mentoring
assistance
--- Requires broad knowledge of company, products, processes and/or
services
--- Performs tasks in a range of processes or procedures within
defined procedures and guidelines. Tracks performance.
--- Solving problems using standard correction procedures. May
refer complex inquiries to more senior staff.
--- Train and guide colleagues, customers and/or suppliers.
The skills you bring:
--- Minimum of 3-5 years of telecommunications network
experience
--- Familiar with call center and operational center requirements
and expectations
--- Good understanding of telecommunications network topology and
elements
--- Familiar with ITIL processes and procedures a plus
--- Organization and multi-tasking skills are a must
--- Strong communication skills with an ability to communicate
effectively (written and verbal)
--- Must be able to work varied shifts to include nights and
weekends
--- Must be able to work at office - work from home options are
limited
--- Working level knowledge of Microsoft Office suite of
applications
Why join Ericsson?
At Ericsson, you'll have an outstanding opportunity. The chance to
use your skills and imagination to push the boundaries of what's
possible. To build solutions never seen before to some of the
world's toughest problems. You'll be challenged, but you won't be
alone. You'll be joining a team of diverse innovators, all driven
to go beyond the status quo to craft what comes next.
What happens once you apply?
Click Here to find all you need to know about what our typical
hiring process looks like.
Encouraging a diverse and inclusive organization is core to our
values at Ericsson, that's why we nurture it in everything we do.
We truly believe that by collaborating with people with different
experiences we drive innovation, which is essential for our future
growth. We encourage people from all backgrounds to apply and
realize their full potential as part of our Ericsson team. Ericsson
is proud to be an Equal Opportunity and Affirmative Action
employer, learn more.
If you need assistance or to request an accommodation due to a
disability, please contact Ericsson at
hr.direct.mana@ericsson.com
DISCLAIMER: The above statements are intended to describe the
general nature and level of work being performed by employees in
this position. They are not an exhaustive list of all
responsibilities, duties and skills required for this position, and
you may be required to perform additional job tasks as
assigned.
Primary country and city: United States (US) -- Plano
Job details: Network Engineer
Keywords: Ericsson, Carrollton , Technical Support Engineer, IT / Software / Systems , Plano, Texas
Click
here to apply!
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