Support Engineer

Join our Team

About this opportunity: At Ericsson, we are seeking a knowledgeable and dedicated Support Engineer to join our team. In this pivotal role, you will be charged with providing data-driven solutions to customer reported issues in line with set processes and Service Level Agreements. The role involves identifying, isolating, and resolving faults, as well as working towards network stability. As your experience grows, you'll handle more operational and technical issues for specific customers, solutions, or domains. What you will do:

1. Lead investigations and drive the resolution of customer issues throughout the CS portfolio.
2. Actively participate in on-site activities, particularly when remote access is insufficient.
3. Contribute to the resolution of emergencies through fault isolation and restoration of customer networks and solutions.
4. Support problem management in identifying and categorizing significant operational or business impacting problems.
5. Handle administrative, operational, and technical issues relating to the customer's contracts and installed base.
6. Participate in Security Reviews as the primary contact for customers and subject matter expert in security matters.

The skills you bring:

• Customer Problem Management.
• Negotiation.
• Knowledge Transfer and Reuse.
• Knowledge Sharing and Collaboration Skills.
• Release and change management.
• Coaching and Mentoring.
• Change and Improvement Management.
• Preemptive support competence.
• CS Portfolio competence.
• Data Analysis.
• Customer Success.
• Machine Learning.
• Customer Relationship Building.
• CSR Handling Process.
• Trade Compliance.

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. Encouraging a diverse and inclusive organization is core to our values at Ericsson, that's why we champion it in everything we do. We truly believe that by collaborating with people with different experiences we drive 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. We are committed to providing reasonable accommodations to all individuals participating in the application and interview process. If you need assistance or to request an accommodation due to a disability please reach out to Contact us . We are proud to announce at Ericsson Australia, our employees have once again voted us as a Great Place to Work and we have been officially Certified in 2024. 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. Ericsson Australia Employee Benefits

• Wellness: Ericsson Australia offers a variety of programs crafted to support your physical and emotional wellbeing.
• Paid Time Off: We encourage all employees to switch off to recuperate and recharge through paid time off.
• Work Conditions: Looking to find better work / life balance? Speak to us about flexible work arrangements.
• Employee Discounts: We offer employees access to discounted health insurance, groceries and entertainment through our partner providers.
• Employee Development: Working at Ericsson gives you access to Degreed, an integrated learning platform where you can learn, upskill, develop and measure your skills.
• Awards: Ericsson values dedication, and we regularly recognize employee commitment through award programs i.e. service awards and peer recognition.

Primary country and city: New Zealand (NZ) || Auckland Req ID: 757098#J-18808-Ljbffr