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About this opportunity:

We are now looking for a RAN Support Engineer that will provide technical service and support to our customers. In this role, you will troubleshoot and resolve problems to stabilize and optimize customer networks. You will configure and integrate different nodes and solutions in new and live customer networks.

The Support Engineer typically interacts with customer technical staff, operation managers, service engineers and other groups within the Service Delivery organization. You may also interact with groups in sales, R&D, 3rd party suppliers and local authorities.

In addition, you will be responsible as the customer technical lead driving the technical escalations and regular tracking of CSR status to ensure SLA fulfilment.

As there are no distinct borders between the areas, you will need to be flexible and master more than one area. You are expected to travel internationally and work in different cultural environments. The technical development is rapid, and you are responsible for continuously keeping your competence and skills up to date.

Working as a support engineer will require a broad knowledge within telecom and Datacom, covering both hardware, software and network knowledge. You will work, collaborate, and communicate in an international environment, both with colleagues internally as well as customers and suppliers to Ericsson. English proficiency is required (Serbian language proficiency is a plus). The role more than often requires you to take on big responsibility and it is important that you can work independently.

What you will do

Handle customer issues (via CSR handling tool – CSP)
Assure the customer’s requests are according to the scope of service included in the contract, avoiding over delivery to generate AoS
Act as Investigation Leader with the responsibility to own E2E CSR investigation and progress and drive towards the support and maintenance organization
Responsible to regular track CSR status to ensure CSR SLA fulfilment, working closely with Service Delivery Manager (SDM)
Handle Software Update Management (SUM) Drive knowledge transfer & re-use content from the Structured Knowledge Management Process
Handle dedicated support for customers located in Serbia and Western Balkans (Serbia, Montenegro, North Macedonia, Albania and Bulgaria), including onsite intervention to customer premises whenever requested by the customer and when customer issues cannot be solved remotely (both in Emergency and Normal CSR handling)
Handle Customer Support Activities for the customers in CU SEME, located in Western Balkan Area, Eurasia and potentially outside this area if needed
Manage Customer Relationship, setup operational performance and delivery, secure delivery process and procedure
Identify new business opportunities
Follow CS process, models & strategy
Be part of Emergency Service Roster, delivering 24/7 Emergency support for RAN domain for the customers in the scope of Customer Support contracts
Problem Management handling: Emergency Review Boards, handling GOLS messages, participation in RCAs

You will bring

Education: Academic degree, minimum on bachelor level, in engineering (Telecom)
Min years of experience: 5
Work experience: Customer facing role, Technical support role
Domain experience: Radio Access Networks, 2G/3G/4G/5G, Cloud solution competence is a plus
RAN Network architectures knowledge
Negotiation & argumentation skills
Planning & organizing skills
Delivering results & meeting customer expectations
Presentation & communication skill
Working with people, Team working skills
Knowledge Sharing & Collaboration skills
Applying expertise & technology
Fluent in English language (Serbian language is a plus)

It would be a plus if you have:
Experience in Baseband/Node B and to know Moshell/AMOS is an asset
ETCP RAN Certification or other technical certification
C++, Python knowledge and familiarity with Cloud platforms is an advantage.
Please upload your CVs in English.

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, thats 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.

Primary country and city: Serbia (RS) || Belgrade

Req ID: 758329