Ericsson is a world-leading provider of telecommunications equipment and related services to mobile and fixed network operators globally. Over 1,000 networks in more than 175 countries utilize our network equipment and 40 percent of all mobile calls are made through our systems. We are one of the few companies worldwide that can offer end-to-end solutions for all major mobile communication standards.
Communication is changing the way we live and work. Ericsson plays a key role in this evolution, using innovation to empower people, business and society.
We provide communications networks, telecom services and multimedia solutions, making it easier for people all over the globe to communicate. We are currently recruiting for the below position.
Support Engineer – Experienced-00030973
Description
Description
RSSA Regional Support Center has the mission to provide higher competence support services in the region. It will have the mandate to lift up customer’s confidence and dependability in Ericsson technical support organization, by creating an outstanding business value. RSC will have a prime focus on improving the following:
- Customer satisfaction
- Network performance
- Cost reduction
- Performance and Quality enhancement
- Incident Prevention
- Root Cause Analysis
- Hot and Critical issue handling
- Mentoring RSSA engineers
- Preventative System Maintenance
JOB PURPOSE:
We are looking for senior and experienced engineers, with a right Customer Support mindset, proactive approach and right competence to troubleshoot and solve technically complex and network issues.
MAIN RESPONSIBILITIES INCLUDE:
- Project support during implementation.
- End of Support product CSR handling
- Handle Hot and critical issues.
- Perform RCA of Emergencies that occur in RSSA customers.
- Network Audits.
- Reduce Long Duration Emergencies.
- Work as a good team member in a group of highly competent and skilled engineers.
- Team player.
- Proactive approach.
- Assumes work responsibility by being flexible.
- Able to manage high work load periods.
- Able to write technical procedures.
- Mentor to junior and local african engineers.
- Suggest improvements in ways of working and ways of cooperation.
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Qualifications
REQUIRED TECHNICAL COMPETENCIES:
* At least 5-6 years experience, with in-depth troubleshooting skills on Ericsson Core nodes (MSS, MSC, BSC, MGW, and APG40/43).
* At least 5-6 years of experience in a customer support environment.
* Ability to independently deal with complicated technical issues and problems.
* In-depth SW and HW troubleshooting skills on MSS product.
* In-depth SW and HW troubleshooting skills on CPP CORE nodes.
* In-depth SW and HW troubleshooting skills on APG40/43 nodes.
* Ability to trace and modify software to localize the faults.
* Highly developed knowledge of SIGTRAN implementation and troubleshooting.
* Highly developed troubleshooting skills on APG40 and APG43.
* In-depth understanding of the STS functionality of the CORE nodes and ability to troubleshoot performance related issues across various nodes.
* Will be a plus, if you have experience in Installation, Implementation, Commissioning and Testing of MSC, MSS, BSC, HLR and APG.
* Knowledge on various technologies supported by Ericsson. (E.g. UMTS, GPRS, EDGE, WCDMA, GSM etc)
* At least 5-6 years of experience in a customer support environment.
* Ability to independently deal with complicated technical issues and problems.
* In-depth SW and HW troubleshooting skills on MSS product.
* In-depth SW and HW troubleshooting skills on CPP CORE nodes.
* In-depth SW and HW troubleshooting skills on APG40/43 nodes.
* Ability to trace and modify software to localize the faults.
* Highly developed knowledge of SIGTRAN implementation and troubleshooting.
* Highly developed troubleshooting skills on APG40 and APG43.
* In-depth understanding of the STS functionality of the CORE nodes and ability to troubleshoot performance related issues across various nodes.
* Will be a plus, if you have experience in Installation, Implementation, Commissioning and Testing of MSC, MSS, BSC, HLR and APG.
* Knowledge on various technologies supported by Ericsson. (E.g. UMTS, GPRS, EDGE, WCDMA, GSM etc)
GENERAL SKILLS:
* An SME who is able to interact with the CNS organization to understand and clarify customer issues and work with PLM organization for advanced troubleshooting and trouble reports.
* Experience on Customer Support Tools like SMS, KCS, MHWeb.
* Excellent Communication skills required (Both written and oral).
* Understand Ericsson’s customer support processes, knowledge of Ericsson structure.
* Highly motivated and good team player.
* Must have consultative skills, share knowledge.
* Motivated to mentor and coach team members.
* Ability to work under strong pressure related to scale of business impact.
* Experience on Customer Support Tools like SMS, KCS, MHWeb.
* Excellent Communication skills required (Both written and oral).
* Understand Ericsson’s customer support processes, knowledge of Ericsson structure.
* Highly motivated and good team player.
* Must have consultative skills, share knowledge.
* Motivated to mentor and coach team members.
* Ability to work under strong pressure related to scale of business impact.
* Ability to develop and give effective presentations within own unit.
ONLY selected candidates will be interviewed.
Job
Services Engineer
Primary Location
GH-Accra-Accra
Other Locations
NG-Lagos-Lagos, UG-Kampala-Kampala, SN-Dakar-Dakar, KE-110-Nairobi
Schedule Full-time
Services Engineer
Primary Location
GH-Accra-Accra
Other Locations
NG-Lagos-Lagos, UG-Kampala-Kampala, SN-Dakar-Dakar, KE-110-Nairobi
Schedule Full-time
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