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About this opportunity:
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.
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
• Positive Working Relationship with Customer and Working groups
• Take part in Operational review meetings as and when required
• Understand and get updated on solution deployed in customer network

📌 Support Engineer (Gurugram)
🏢 Ericsson
📍 Gurugram