Customer Support Professional
Ericsson
About Ericsson Canada
At this time, Ericsson Canada Inc. does not provide immigration assistance/sponsorship now or in the future for this position.
About this opportunity:
We are looking for a Neutral Host and EP5G Customer Support Engineer who will be responsible for helping our customers fix complex RDS and RAN issues while securing fast resolutions. The support engineer will do so in close collaboration with our Managed Service team, the Product Development Unit, and work directly in the BNEW RTE Support unit. The role also includes coordination, management, and the execution of maintenance activities that are required for running a smooth customer network operation (24/7). This person shall ensure that the services provided to customers are continuously available and perform to targeted Service Level Agreement (SLA) performance levels.
What you will do:
- Lead Assurance activities to include Incident Management, Problem Management, Performance Management, Change Management, and other Service Operations functions
- Do in depth troubleshooting of RAN and RDS incidents in customer networks
- 24x7 on-call support rotation inside the team
- Support technical questions coming from customers and partners
- Integration support, configuration and troubleshooting of 5G/4G RAN nodes, networks and solutions at the customer premises or remote
- Fault reproduction that mimics customer configuration in Ericsson labs along with testing
- Fault handling and corrective actions on RAN and RDS nodes, service and infrastructure level
- Preparation, verification and execution of RAN Software upgrades and updates
- Close cooperation with the different Ericsson organizations and third-party suppliers
- Provide input, implement and verify improvements in processes and work instructions
- Verify and implement configuration changes
- Secure proactive Support tools operation and maintenance.
The skills you bring:
- Bachelor's Degree in Electrical Engineering, Telecommunications, Computer Science or equivalent technical discipline
- 5-10 years of experience in Network Operations for Telecom company
- Expertise, Knowledge of operation and troubleshooting of Ericsson LTE enodeB and NR gnodeB
- Expertise, knowledge of operation and troubleshooting of ENM/Domain coordinator
- Knowledge of RDS and troubleshooting
- Knowledge of Cloud technologies (openstack, Kubernetes)
- Knowledge of overall 4G and 5G RAN solution on node and network level
- Knowledge of TCP/IP and all IP technologies
- Knowledge of overall Core solution is a plus
- Linux working knowledge (file system, bash scripting, crontab)
- Work experience in a telecommunications environment (4G and 5G) or customer services and support on 2nd Level
- RAN network project configuration and integration
- Fluent in English
Why join Ericsson?
At Ericsson, you´ll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what´s possible. To build solutions never seen before to some of the world’s toughest problems. You´ll be challenged, but you won’t be alone. You´ll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.
What happens once you apply?
Click Here to find all you need to know about what our typical hiring process looks like.
Ericsson uses a merit-based hiring approach that values people with different experiences, perspectives and skillsets. We truly believe this approach drives 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 employer, learn more.
If you need assistance or to request an accommodation due to a disability, please contact Ericsson at hr.direct.americas@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: Canada (CA) || Ottawa
Job details: Support Engineer
Compensation and Benefits at Ericsson
At Ericsson, we know that our people are the key to our success. We offer a competitive package to help with your individual needs and goals.
Your Pay
The salary offered is dependent on various factors including, but not limited to, location, and the candidate’s combination of job-related knowledge, qualifications, skills, education, training, and experience.
Short-Term Variable Compensation Plan: Your pay also includes the opportunity for an annual bonus. Actual bonus payouts are based on performance of the business against the unit’s objectives, individual performance, and the individual bonus target. Certain eligibility and pro-ration rules apply.
Your Health
Ericsson offers excellent health benefits including the choice of 2 medical and dental plan options that allow an employee to select the level of coverage that suits their needs. Employees will receive company credits in an amount equal to the cost of the Deluxe medical and dental plan coverages for themselves and eligible covered dependents.
Your Financial Security
We invest in both your short and long-term financial wellbeing. Ericsson’s Group Retirement & Savings Program offers an automatic 2% company contribution into the Pension Plan. Ericsson also offers a 50% match of employee’s contribution into the Registered Retirement Savings Plan, up to 8% of the employee’s contribution (maximum of 4% match). This leads to a total company contribution potential of 6%. Employees will also receive company credits in an amount equal to the cost of basic life insurance and basic accidental death and dismemberment coverage, as well as short-term disability coverage. Employees also have the option to participate in Ericsson’s Stock Purchase Plan.
Your Time
Your work-life balance is important to us. New employees are provided a minimum of 18 days of accrued vacation, 3-5 personal days (depending on role), 10 holidays, 1 volunteer day, and sick days. Please note paid time off is pro-rated based on the employee’s start date. Furthermore, Ericsson provides up to 10 weeks of paid maternity leave and 6 weeks of parental or adoption leave at 100% of pay.
Additional Benefits
Ericsson offers many other company-paid benefits such as financial wellness programs, educational assistance, matching gifts, and recognition programs.