Support Engineer

• Deliver support service for Ericsson Network management solutions in live customer networks, focusing on a key customers in Romania
• Analyze, troubleshoot and resolve incidents, problems and service requests within agreed SLAs, ensuring accurate root-cause analysis and proper documentation
• Perform in-depth log analysis, tracing and troubleshooting on charging nodes and related components
• Execute workarounds, configuration changes and corrective actions according to Ericsson processes and customer change management routines
• Perform health checks, proactive monitoring and performance analysis, identifying risks and recommending preventive actions to improve stability and customer experience
• Proactively identify recurring issues and risks, propose and drive preventive actions, and contribute to problem records and knowledge base (KB) articles
• Support software updates, patches and hot fixes from a support perspective (impact checks, validation in test/pre-prod, support during implementation and post-change follow-up)
• Participate in root cause analysis (RCA) for major incidents and drive implementation and follow-up of corrective and preventive actions
• Collaborate with Global Support, MA teams and Product Development Units to manage complex trouble tickets, escalations and product defects
• Contribute to capacity, performance and stability analysis for network management platforms and recommend improvements
• Participate in on-call / standby rotations as required to provide 24/7 support coverage
• Uphold Ericsson standards for security, compliance, and quality, including adherence to Service Delivery processes and ways of working
• Follow Ericsson health, safety and security directives and customer site rules when working on customer premises
• Actively contribute to continuous improvement, automation, and best-practice sharing within Support & Repair

• Bachelor's degree in Telecommunications, Computer Science, IT, or equivalent
• Typically 5+ years of experience in telecom operations/support, ideally in Network management/OSS domains, preferably in a customer support role
• Strong knowledge of Ericsson Network Manager (ENM), ENIQ and OMBS
• Additional knowledge requested on ENL and SO EM
• Solid understanding of telecom networks and protocols, e.g. IP networking, Diameter, SS7/SCCP, SIGTRAN, CAMEL/INAP, HTTP/REST, SOAP, TCP/UDP
• Hands-on experience with Linux/UNIX, scripting (e.g. Bash, Python, Perl) and database concepts (SQL, Oracle/PostgreSQL or similar)
• Experience with log/tracing tools, monitoring and ticketing tools used in telco operations (e.g. OSS/NMS, alarms, KPIs, incident & problem management)
• Experience with cloud/virtualized environments (VMware, OpenStack, Kubernetes)
• Experience with HP HW and SAN storages
• Exposure to 5G Core and digital services architecture
• Strong analytical and troubleshooting skills, with attention to detail and end-to-end thinking
• Customer-focused mindset, able to communicate clearly and professionally with customer technical teams
• Ability to work under time pressure, handle multiple parallel issues and prioritize according to business impact
• Collaborative team player who shares knowledge and supports colleagues in EMEA and globally
• Comfortable working in multicultural, virtual, and distributed teams
• Fluent English (spoken and written) is mandatory
• French or Spanish or Italian is a strong advantage
• Role will require participation in 24/7 support shifts and on-call duty, including weekends and public holidays, as per business needs and local regulations

French or Spanish or Italian is a strong advantage

• 25 + vacation days and additional 2 days off per year for personal time
• Flexy time and hybrid ways of working, with additional support for home office from the company
• Medical subscription for you and your close family
• Life and accidents insurance coverage
• Flexible benefits monthly budget and 1000+ offers to choose from (gym, meal vouchers, travel, pension, retailers vouchers, personal development classes, gifts and many others)
• Short and long term variable pay plans available company wide
• rewards and recognition program to appreciate and be inspired by others
• refer a friend and choose to work with those close to you
• internal communities of CSR Volunteers and sports teams
• Learning platforms and programs to develop your skills, as well as curated external content from various libraries