Support Solution Expert

As the tech firm that created the mobile world, and with more than 54,000 patents to our name, we’ve made it our business to make a mark. When joining our team at Ericsson you are empowered to learn, lead and perform at your best, shaping the future of technology. This is a place where you're welcomed as your own perfectly unique self, and celebrated for the skills, talent, and perspective you bring to the team. Are you in?

Come, and be where it begins.

The Packet Core Support Solution Specialist (SSE) is part of a Customer Network Support team that looks after several clients and delivering Support services according to the contracted agreements by means of established processes.

By fully understanding the deployed solutions for a customer or group of customers and by being the main contact for that solution for both internal and external partners, the SSE owns the solution from a Customer Support point of view, enabling efficient service delivery and supportability of contracted customer support services and securing customer happiness.

The SSE also takes active part in the handling of the day-to-day solution Customer Service Requests (CSRs), owning the Fault Isolation CSRs and the solution on Emergency Handling.

• Develop complete understanding of E2E deployed solutions for the customers
• Drive and orchestrate as Investigation Leader for Fault Isolation during regular CSRs and Emergencies.
• Identify and drive business leads and promote products & services. Identify risks & sales opportunities in customer network.
• Customer consultation handling on solution level.
• On-site (Customer Office) working embedded within the customer operations team.
• Develop and maintain network troubleshooting methodologies, including the proper operation of the tools and services like CES (Cloud Eco-System Support).
• Own (and create where needed) Network Recovery Procedures such as but not limited to, disaster recovery, Signalling Storm recovery routines, Traffic rerouting routines, Network recovery documentation, backup procedures, etc.
• Be part and secure that the Handover to Support process as well as continuous deployment activities.
• Be a glue between the NFVI, CNF, and VNFs environment and ways of working
• Prepare MoPs, test solutions, create impact analysis, and coordinate deployment of corrections from a technical perspective.
• Active part on 24x7 On-Call support

• 5GC and vEPC - PCC, PCG, vEPG, vSAPC, vSGSN-MME, vWMG, ECCD, SDI, CEE (including SDN).
• Additional Ericsson Orchestrator and EVNFM competence is a plus.
• Solution level (E2E) technical competence
• Excellent communication skills, Customer Relationship Management skills
• Very good proactive approach with the ability to adapt to change.
• Drive - determination, focus, creativity and an ability to see and make things in a new or different way
• Openness - capacity to reflect on one’s behaviour and performance, learn from experience, adapt to other cultures, absorb feedback, accept new ideas and practices
• Responsiveness - ability to understand, quickly adapt and act upon new information, influences, and information.
• Capability to mobilise others both internally and from the customer organization

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 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.

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 nurture 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 and Affirmative Action employer, learn more.

Primary country and city: United Kingdom (GB) || United Kingdom : Berkshire : Reading || United Kingdom : Berkshire : Maidenhead || United Kingdom : Berkshire : Newbury
Job details: Solution Architect Job Stage: Job Stage 7
Primary Recruiter: Simon Elliott-Wiley