Support Engineer 316 views


  • Engineering Degree in Telecom/Computer Science/Electronics/IT or equivalent
  • Technical Domain
  • Cloud

Years of experience

4-8 Years

Responsibilities & Tasks

  • To investigate, deliver remedy & restorations and produce solutions to CSRs (Customer Service Requests) reported by customers
  • To work within well-defined system support guidelines.
  • To participate in software upgrades and updates
  • Should be able to use support tools for ticket handling.
  • To ensure customer satisfaction with the performance of installed systems by successful handling and reporting of all technical problems.
  • Provide regular progress updates in the support system for each assigned support issue.
  • Through contact with external customers and internal support, functions gather data and information about any specific problem that has been reported
  • Actively engage in communication with other engineers for the purpose of knowledge sharing etc.
  • If the CSR cannot be answered/solved within the time limit, escalate the Trouble report to next level of competence units.
  • Evaluation of answers and solutions received from higher competence units to verify that the answer/ solution will clear the problem reported by the customer.
  • In the line of supporting our products, identify possible improvements to the products that will make them more maintainable and user-friendly. Document these possible improvements in Requirement Specifications as input to the design of new generations of the products.
  • Registration of new known solutions and updating of existing known solutions based on the answers/solutions developed within own Line-organization or received from elsewhere.
  • Handover of problems that are deemed necessary to be continuously worked on to an individual at the next organization within the “Follow the Sun” concept.
  • Maintain system configuration records for SW, Market Features and Network Configurations for the assigned customers.
  • Giving guidance in developing Operation & Maintenance instructions Implementation of proactive maintenance procedures.
  • Work with Configuration Management to access needed information for standard and customized solutions.
  • Isolate the product faults and raise the Trouble report ( TR). Evaluate the answer provided to TR and support design unit to reproduce the fault.
  • Ensure the quality of Emergency corrections and Intermediate correction packages delivered to the customer.
  • May need to work in shifts and Emergencies Support rota.
  • Initiatives will be continuously required to improve the working efficiency of the team to bring it to accepted Global practices.
  • To lead and execute the implementation of new software releases.
  • Writing documents for fault analysis/ RCA along with required preventive and corrective actions.
  • Strong analytical skills.
  • 24*7 availability as per support guidelines.

Key Technical Competence

  • Deep Knowledge of Linux ( Ubuntu/RedHat desirable) including extensive Hands-on and Administration
  • IP Networking knowledge (switching/routing/firewall)
  • Virtualization (KVM/VMware)
  • Mirantis / RedHat Openstack Knowledge
  • Scripting languages (Python, Shell, Perl etc.)
  • MySQL database knowledge /Administration
  • Understanding of standards in cloud domain.
  • Virtual Machines internetworking knowledge
  • Software Defined Networking (SDN)
  • Data center Management of large scale IT infrastructure
  • DELL/HP server platforms knowledge
  • Extreme/Pluribus/Cisco switches/routers knowledge
  • OpenVirtualSwitch (OVS) knowledge
  • Knowledge of storage technologies – EMC VNX, SCALEIO etc.
  • Software defined Storage – Nexenta
  • Dockers/containers using Linux.

Ericsson products to be supported

  • Cloud Execution Environment (CEE)
  • Hyperscale Datacenter System (HDS)
  • Software-defined Networking (SDN)
  • Cloud Container Distribution (CCD)


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