Support Engineer

Job Summary
We are seeking a highly skilled Technical Support Engineer to provide expert service and support for our customers’ telecommunications networks. This role involves troubleshooting, resolving technical issues, and optimizing network performance to ensure stability and efficiency. The ideal candidate will have a strong background in telecom and datacom technologies, excellent problem-solving abilities, and the capacity to work collaboratively with diverse teams and stakeholders. This position requires flexibility, continuous learning, and the ability to manage complex technical environments, including 24x7 support rotations.

Key Responsibilities
- Deliver technical service and support by diagnosing and resolving network problems to stabilize and optimize customer networks.
- Configure and integrate various network nodes and solutions within both new and live customer environments.
- Engage with customer technical staff, operations managers, service engineers, sales teams, R&D departments, third-party suppliers, and local authorities to ensure seamless communication and issue resolution.
- Maintain adaptability by mastering multiple technical domains in response to rapid technological advancements.
- Continuously update technical skills and competencies to stay current with industry developments.
- Provide dedicated customer support on a 24x7 roster, ensuring timely response and resolution of issues.
- Lead technical problem-solving efforts, including conducting thorough Root Cause Analysis to prevent recurrence.
- Manage and maintain knowledge bases related to support activities, ensuring accurate documentation and information sharing.
- Perform Software Update Management (SUM), including loading IPA/EPA/EP packages on Ericsson Core network nodes.
- Conduct Customer Service Review (CSR) meetings in collaboration with Service Delivery Managers to discuss performance and improvements.
- Execute preventive maintenance tasks to minimize network downtime and enhance reliability.
- Prepare and execute Method of Procedure (MOP) documents with detailed impact analysis to ensure safe and effective network changes.
- Apply comprehensive knowledge of telecom and datacom systems, covering hardware, software, and network components.
- Work with various telecom domains such as CSCF, MTAS, SBG/BGF, MSC-S, M-MGW, STP/IP-STP, UDM domain CUDB, HSS-FE, HLR-FE, and EIR-FE.
- Understand and troubleshoot mobile call flows and protocols including MAP, SCCP, SIP, Diameter, and LDAP.
- Diagnose and resolve IMS/VoLTE call flow issues, including SRVCC and CS Fallback procedures.
- Understand cloud and virtualization concepts, managing Virtual Network Functions (VNF) and Cloud-Native Functions (CNF).
- Collaborate effectively with team members to deliver results and meet or exceed customer expectations.
- Demonstrate strong presentation and communication skills to convey technical information clearly to diverse audiences.

Required Qualifications
- Proven experience in technical support within the telecommunications industry, particularly with Ericsson Core network technologies.
- Solid understanding of telecom and datacom hardware, software, and network protocols.
- Hands-on experience with software update management and preventive maintenance procedures.
- Familiarity with telecom domains such as CSCF, MTAS, MSC-S, and related network elements.
- Proficiency in troubleshooting mobile call flows and protocols including SIP, Diameter, and MAP.
- Knowledge of cloud and virtualization technologies, including managing VNFs and CNFs.
- Ability to work under pressure and provide 24x7 support on a rotational basis.
- Strong analytical skills with experience conducting Root Cause Analysis.
- Excellent communication and interpersonal skills to engage with customers and internal teams effectively.
- Demonstrated ability to prepare and execute detailed Method of Procedure (MOP) documents.

Preferred Qualifications and Benefits
While not explicitly stated, candidates with additional certifications in telecom technologies, cloud computing, or project management will be favored. The role offers opportunities for continuous professional development and exposure to cutting-edge telecom solutions in a dynamic, customer-focused environment.

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This comprehensive role is ideal for professionals eager to advance their careers in telecom technical support, offering a challenging yet rewarding environment where technical expertise and customer service excellence are paramount.