Customer Network Support Engineer

2 weeks ago

Ho Chi Minh City, Ho Chi Minh, Vietnam Ericsson Full time

Our Great Opportunity


We are now looking for Support Engineer to provide solutions to problems that have been reported by customers according to established processes and contracted Service Level Agreements.

The support Engineer has product/domain, and/or solutions knowledge and/or customer networks knowledge as well as knowledge of technology evolution of product/domain.

In case additional services are contracted with the customer the Support engineer will also handle e.g., Pre-emptive and Software Update handling.

Related to Problem Management, Support Engineer is responsible for the implementation of preventive actions and reporting results of implementation. Are you in

In this role, you would:

  • Handle Software Update Management (SUM) and resolve Customer issues
  • Keep track of ongoing Customer service request and ensure that concern is being addressed with the right priority
  • Analyze and begin to Handle and provide support in critical and Emergency cases when needed
  • Interface and Interact with the relevant stockholders within organization and ensure the timely progress on Customer service request for Critical/ Priority cases
  • Coordinate and deliver the knowledge transfer sessions with stakeholders
  • Review and prepare the relevant technical document i.e. RCA
  • Understand and get updated on solution deployed in customer network
  • Make customer aware on product Life cycle i.e. HW or SW
  • Connect with customer for planned activities in network as needed
  • Provide technical support to Service delivery Manager in all respect
  • Participate and contribute during presales engagement activities, if needed
  • Understanding of the contractual obligation for support delivery
  • Ensure that KPIs are met according to SLA
  • Identify the add on sales opportunities

To be successful in the role you must have:

  • Education: BE/B Tech or equivalent
  • Min years of experience: 10+ Years
  • MME/AMF/SMF/PCC
  • EPG/Packet Gateway
  • SAPC/CCPC/5G Policy Controller
  • An exceptional problem solving and resolving skill is required to solve the customer issues without advancing to the next level for competence units
  • VoLTE details Call flow knowledge (Protocols like SIP, Diameter, H.248)
  • Working experience on IMS products (CSCF, MTAS, SBG, MRS, IPWorks, AFG)
  • Should be able do tracing and sophisticated logs' analysis for Packet Core Nodes (4G & 5G) & IMS domain.
  • Strong technical skill should be exhibited when dealing with sophisticated customer issues.
  • Should have worked in a Support function earlier
  • Past experience with Ericsson will be preferred
  • Good knowledge of 3GPP in 5G Packet Core & IMS domain

Why Join Ericsson?
At Ericsson, you ́ll have an outstanding opportunity. The chance to use your skills and creativity to push the boundaries of what ́s possible. To build never seen before solutions 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.


We are proud to announce at Ericsson Vietnam, our employees have once again voted us as a Great Place to Work and we have been officially Certified in 2023.

Every year, more than 10,000 organizations from over 60 countries partner with the Great Place to Work Institute for assessment, benchmarking and planning actions to strengthen their workplace culture and this Certification acknowledges our employees value their employee experience and our workplace culture.

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