Support Engineer

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 new 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.
Organize and deliver the Knowledge sharing sessions with stakeholders.
Review and prepare the relevant technical document i.e. RCA

Customer Specific
Good 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
Make customer aware on product Life cycle i.e. HW or SW
Interface with customer for planned activities in network as needed
Maintain the Install base information from Network

Business Related
Provide technical support to Service delivery Manager in all respect
Participate and contribute during pre-sales engagement activities, if needed
Understanding of the contractual obligation for support delivery
Ensure that KPIs are met according to SLA
Identify the add on sales opportunities

Education Qualification & Years of Experience
Education: BE/B. Tech or equivalent
Min years of experience: 10+ Years
Last 4 years experience must be in 5G/LTE

Skill Experience
Strong knowledge about 5G/4G RAN latest features.
Strong technical acumen should be exhibited when dealing with complex customer issues.
Strong configuration knowledge of various RAN Solution in MSRBS/DSS/CA
Should able do tracing and complex logs analysis for RAN Nodes
Good knowledge of 3GPP
Must have call flows, protocols, and Interface related knowledge in 5G RAN network
Ability to technically analyze and approve solution implementation for the customer
An exceptional troubleshooting skill is required to solve the customer issues without escalating to the next level for competence units.
Transport and Core network basic troubleshooting
Must have worked in a telecom support / care / Level2 / R&D / Integration function earlier
Experience with Ericsson will be preferred
Well versed with the customer support process