Technical Support Engineer - Plano Texas

Company: Ericsson
Location: Plano, Texas
Posted On: 04/19/2024

Join our Team

Ericsson Inc. does not sponsor US work authorization for this job position including H-1B, O-1, L-1 and TN. Ericsson also does not hire F-1's working on EAD for this position.

About this opportunity:

Take this exciting opportunity to join our global professional team at Ericsson as a Technical Support Engineer. This dynamic role not only involves Change management and Operational support of telecom networks. Our Technical Support Engineer is a crucial part of our process, ensuring compliance. This role demands a deep technical understanding to deliver high-quality communication, and an emphasis on customer-focus and quality service delivery.

What you will do:
--- Perform Problem Management (RCA) and Change Management (Standard/Emergency) activities
--- Perform Network Operational Support activities per Ericsson guidelines
--- Perform product and service monitoring of Core & RAN components for an operational network
--- Provide 24x7 support in a control center environment
--- Raise, assign, and manage network trouble tickets if needed
--- Isolate problems and engage fix agents for resolution
--- Manage e-mail notifications for network events
--- Answer phone calls and route appropriately for network events
--- Monitor customer care tickets and call volumes
--- Manage the event status board and network event board
--- Work under supervisory guidance to ensure network availability
--- Perform other tasks and assignments as required with mentoring assistance
--- Requires broad knowledge of company, products, processes and/or services
--- Performs tasks in a range of processes or procedures within defined procedures and guidelines. Tracks performance.
--- Solving problems using standard correction procedures. May refer complex inquiries to more senior staff.
--- Train and guide colleagues, customers and/or suppliers.

The skills you bring:
--- Minimum of 3-5 years of telecommunications network experience
--- Familiar with call center and operational center requirements and expectations
--- Good understanding of telecommunications network topology and elements
--- Familiar with ITIL processes and procedures a plus
--- Organization and multi-tasking skills are a must
--- Strong communication skills with an ability to communicate effectively (written and verbal)
--- Must be able to work varied shifts to include nights and weekends
--- Must be able to work at office - work from home options are limited
--- Working level knowledge of Microsoft Office suite of applications

What happens once you apply?

Click Here to find all you need to know about what our typical hiring process looks like.

Notice of Job Opportunity - Legal Notices for PERM

We encourage you to consider applying to jobs where you might not meet all the criteria. We recognize that we all have transferrable skills, and we can support you with the skills that you need to develop.

Encouraging a diverse an inclusive organization is core to our values at Ericsson, that's why we champion it in everything we do. We truly believe that by collaborating with people with different experiences we drive innovation, which is essential for our future growth. We encourage people from all backgrounds to apply and realize their full potential as part of our Ericsson team. Ericsson is proud to be an Equal Opportunity and Affirmative Action employer, learn more.

If you need assistance or to request an accommodation due to a disability, please contact Ericsson at hr.direct.mana@ericsson.com

DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by employees in this position. They are not an exhaustive list of all responsibilities, duties and skills required for this position, and you may be required to perform additional job tasks as assigned.

Primary country and city: United States (US) -- Plano

Job details: Network Engineer

Job Stage: Job Stage 5

Primary Recruiter: Tonya DeBase

Hiring Manager: Sudarshan Krishnan More...

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