Job Summary
The Support Engineer is working to provide solutions to problems that have been reported by customers according to established processes and contracted Service Level Agreements. The support Engineer has product/domain, and/or solutions knowledge and/or customer networks knowledge as well as knowledge of technology evolution of product/domain. In case additional services are contracted with the customer the Support engineer will also handle e.g., Pre-emptive and Software Update handling.
Related to Problem Management, Support Engineer is responsible for the implementation of preventive actions and reporting results of implementation.
We have 2 Positions in Gurgaon and 1 in Mumbai

Responsibility and Tasks
General
• Handle and resolve Customer issues
• Provide dedicated support
• Deliver results & meet customer expectations
• Handle Software Update Management (SUM)
• Handle Customers and internal Stakeholders from Technical perspective
• Work 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
• 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
• Participate in Project activities and involve as needed
• Take handover from Project and ensure all the check points completed
• Organize and deliver the Knowledge sharing sessions with stakeholders
• Review and prepare the relevant technical document i.e. RCA

Customer Specific
• Valuable Working Relationship with Customer and Working groups
• Take part in Operational review meetings as and when required
• Understand and get updated on solution deplo

📌 Support Engineer Cloud (Mumbai)
🏢 Ericsson
📍 Mumbai