About this opportunity
We are now looking for a CTM Customer Support that will provide technical service and support to our customers. In this role, you will troubleshoot and resolve problems to stabilize and optimize customer networks. You will configure and integrate different nodes and solutions in new and live customer networks.
The Support Engineer typically interacts with customer technical staff, operation managers, service engineers and other groups within the Service Delivery organization. You may also interact with groups in sales, R&D, 3rd party suppliers and local authorities.
As there are no distinct borders between the areas, you will need to be flexible and master more than one area. You are expected to travel internationally and work in different cultural environments. The technical development is rapid, and you are responsible for continuously keeping your competence and skills up to date.
Working as a support engineer will require a broad knowledge within telecom and Datacom, covering both hardware, software and network knowledge. You will work, collaborate, and communicate in an international environment, both with colleagues internally as well as customers and suppliers to Ericsson. The role more than often requires you to take on big responsibility and it is important that you can work independently.
What you will do
- Handle Software Update Management (SUM)
- Mentor Remote Service Gateway (RSG)
- Handle and resolve Customer issues, providing dedicated support
- Deliver results & meet customer expectations, leading Software Uplift activities
- Handle Customers and internal Stakeholders from Technical perspective, working with diverse team
Operational
- Keep track of ongoing Customer service request and ensure that concern is being addressed with the right priority
- Analyze and troubleshoot to handle and provide support in critical and Emergency cases when needed
- Interface and interact with the relevant stockholders within organization and ensure the timely progress on Customer service request for Critical/ Priority cases
- Be available to handle customer technical queries all the time and ensure timely response
- Make constant efforts to be updated on relevant technical skills all the time
- Take handover from Project and ensure all the technical check points are completed
- Promote knowledge sharing
- Review and prepare the relevant technical document i.e. RCA
- Secure customer network information is updated and shared with the CNS team
Business Related
- Provide technical support to SDM
- Participate and contribute during pre-sales engagement activities for technical issues
- Understanding of the contractual obligation for the support services delivery
- Ensure that KPIs are met according to SLA
- Identify potential add on sales opportunities and address to the SDM
You will bring
- Education: Bachelor's Degree in Engineering or equivalent
- Being fluent in Arabic an English languages
- Min years of experience: 1-3 years in similar technical lead position
- Min years of technical experience in Telecom: 4 years
- Domain experience: RAN, CORE / PACKET CORE, CLOUD, IP, CHARGING
- Negotiation & argumentation skills
- Planning & organizing skills
- Delivering results & meeting customer expectations
- Presentation & communication skill
- Teamwork & Collaboration skills
- Applying expertise & technology
- Leading technical discussions
- Teamwork & Collaboration skills
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 never seen before solutions 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.
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