ERICSSON (www.ericsson.com)
http://www.ChetanaS.org
(Freshers / Experienced) Service Engineer - Assessed - Software Delivery-00065340 @ Kolkata (West Bengal)
http://www.ChetanaS.org
Note: This is NOT a direct Walk-In. You need to apply only at given URL & Only shortlisted candidates may be called by the company for test/interview.
Description
The NSG Engineer is mainly handling problems that have been reported by customers or other Ericsson support organizations. The NSG Engineer shall provide contracted customer support services according to established processes like CSR Handling and KCS handling.
The work is performed according to Procedures Manuals per customer and/or According to global WLAs defined between CNS, TIER2 & PDU and when applicable; specific WLAs for Customized Solutions and LCM plan. As support engineer you will investigate, deliver restorations and produce solutions to customer service requests. You will investigate complex technical problems, trouble shoot systems that are in operation and if requested, participate in the remedy of systems in case of critical situations. You might require to travel domestic/internationally and work in different cultural environments .The role the Support Engineer is to troubleshoot/document /Test , support IP Domain products.
As a Support service engineer, you provide technical support for assigned products under minimal or no supervision. He/She should have passion to innovate, working in a challenging team environment; have the enthusiasm and ambition to complete projects/ Support issues to the highest standard and want to be part of an organization that puts technology at the heart of everything it does. This role demands positive mind-set, hands on delivery experience, Solution understanding and ability to quickly adapt / learn new technology/domains.
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Responsibilities :
• To investigate, deliver remedy & restorations and produce solutions to CSRs (Customer Service Requests) reported by customers or Ericsson support organizations.
• CSRs answer is given to the customer according to committed service level and lead-time.
• To work within well defined system support guidelines.
• To participate in software upgrades and updates in Various PBN & metro Nodes.
• Should be able to use support tools like SMS and KCS (Primus).
• To ensure customer satisfaction with the performance of installed Ericsson systems by successful handling and reporting of all technical problems.
• To understand the purpose, procedures and the processes of the unit to which you are assigned to.
• Provide daily progress updates in the support system for each assigned support issue.
• You will have a flexible approach, a desire to learn and strong IP/MPBN technical abilities.
• Through contact with external customers and internal support functions gather data and information about any specific problem that has been reported to Ericsson
• Actively engage in communication with other engineers for the purpose of knowledge sharing etc.
• If the CSR can not be answered/solved within the time limit, escalate the Trouble report to other competence units and if required to 3PP's/DU.
• Evaluation of answers and solutions received from other competence units such as Tier2, PLM and design organization 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.
• Hand over of problems that are deemed necessary to be continuously worked on to an individual at the next organization within the .Follow the Sun. concept to open.
• Maintain system configuration records for SW, Market Features and Network Configurations for assigned customer.
• 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.
• Understand and work on e2e Solution environment & Management processes.
• Isolate the product faults and raise the 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 customer.
• Support FFI, FNI, FOA, DVA, Projects CSR's
• May need to work in shifts, Emergencies, HOT/ Critical issues.
• 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.
• 8*7 / 24*7 customer support availability
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Qualifications
Education : Degree in Engineering & Communication Engineering or equivalent
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Experience :
• Assessed Service Enginer (G.E.T / Engineer) - 0-3 Years
• Experienced Service Engineer (Sr Engineer / Specialist) - 4-7 Years
• Senior Service Engineer ( Sr. Specialist) - >8 Years
• Relavent experience in supporting / troubleshooting of PBN solutions
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Technical Competences :
• A Bachelor of Science in IT, telecom or equivalent, plus at least 6 to 9 years of telecommunications / IT experience with technical trouble shooting in IP Domain.
• Technical Certifications like CCIE , CCNP , JNCIS-M, JNCIS-FW, CCIE-MPLS.
• Network Engineer shall be able to Integrate / Configuration / Understanding IP designing/Trouble shooting on IP solution Networking.
• He/She shall be able to understand IP Troubleshooting on any complex IT environment with understanding of Telecom Platform.
• E2E troubleshooting involving various applications solution/ PBN products (Switches (3COM/Extreem), FW (NetScreen), Routers (Smartedge /CISCO/ Juniper), NTP, Radius, DNS etc.
• Responsible for Configuration, CSR Handling, Fault analysis.
• Must have excellent knowledge of IP Routing Protocols like RIP / OSPF etc.
• Must have excellent knowledge of Switches / Firewalls / Routers , Design call flows.
• Must have good experience/ technical dealing with 3PP vendors /partners.
• Must have good experience in handling Emergencies & provide quick remedy/solutions.
• Must have good experience in implementing software updates, Upgrades, design changes, integration, feature testing, IOT and Network expansions.
• Coordination with Projects Integration, PLM / PDU thru proper escalation Channels, Regions CS delivery.
• Must have good knowledge in preparing documentations, Preventive Maintenance procedures , O&M/troubleshooting Guideline ,Health Check etc
• Must have good knowledge in Network Monitoring tools, KPI analysis, IP Probes etc.
• Basic knowledge of GSM, GPRS, 3G, LTE, Core, Networking Basic knowledge of UNIX, IP · Experience in administration of UNIX machines would added advantage.
• Must have hands on in protocol analyzer such as tectronics / Seahawk/ ,Gulfstream / other IP tools/probe , Ethereal / Wire shark traces
Job Services Engineer
Primary Location IN-WB-Kolkatta
Schedule Full-time
Job Posting Feb 13, 2013, 10:26:25 AM
Unposting Date Mar 16, 2013, 4:29:59 AM
Job Type Standard
http://www.ChetanaS.org
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How to Apply for this Job ?
http://www.ChetanaS.org
http://www.ChetanaS.org
Note: This is NOT a direct Walk-In. You need to apply only at given URL & Only shortlisted candidates may be called by the company for test/interview. Apply before the link is expired/removed.
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