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
Support for Upgrade projects for MOAI
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
Prepare and understand the Network Impact report for different software version of RAN.




Identify different delta/differences between software and it s functionality.
Do compare pre-post network KPIs and able to explain the reasoning.
Do lead in implementing the recent feature and functionality and it s testing.
Do track of system constant implemented in network.
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.
Org

📌 Support Engineer (Chennai)
🏢 ERICSSON INDIA GLOBAL SERVICES PRIVATE
📍 Chennai