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the support engineer is mainly handling problems that have been reported by customers or other ericsson support organizations. the work is performed according to procdeures manuals per cusotmer and/or according to global wlas. • en el line of supporting our products, identify possible improvements to the products that will make them more maintainable and user friendly. • if the csr can not be answered/solved within the time limit, escalate the csr to other competence units and if required to 3pps. required competence: fluent english and engineer graduate (telecommunications, electronical, etc.the position includes investigation of complex technical problems, trouble shooting of systems that are in opertaion and if requested participation en el remedy of systems in case of critical situations. these problems/irregularities may be within the own organization or within any of the organizations within ericsson handling customer support requests. guides as service documentation, • produce technical aids.). • hand over of problems that are deemed necessary to be continuously worked on to an individual at the next organization within the follow the sun concept to open. generate maintneance bulletins and hazard warnings. main activities: • working with assgined csrs, using support tools and according to global support processes and procedures. the support engineer is for assigned csrs responsible for that an answer is given to the customer according to committed service level and lead-time. document these possible improvements in requirement specifications as input to the design of new generations of the products. • monitoring the csr while an answer/solution is created • maitnain sytsem configruation recrods for sw, makret feautres and netowrk configruations for assigned customer • giivng guiadnce in deveolping operation & maintneance instrcutions • implemnetation of proatcive maintenance procedures • asisst the sdm in collceting isp data as well as repotring of data into the isp statistics tool. responsibilities: to investigate, or ericsson support organizations, deliver remedy & restorations and produce solutions to csrs reported by customers.• analyze problems and identify suitable solutions to these problems • through contact with external customers and internal support functions gather data and information about any specific problem that has been reported to ericsson • actively engage in communication with other engineers for the purpose of knowledge sharing etc • working with csr assigned, while using kcs or tools specified en el global processes and procedures. • registration of new known solutions and updating of existing known solutions based on the answers / solutions developed within own line-organization or received from elsewhere. • understand and work with solution management processes. • notification of process problems and irregularities to the responsible management. the support engineer shall provide contracted customer support services according to established processes. • evaluation of answers and solutions received from other competence units such as gsdc, plm and design organization to verify that the answer/ solution will clear the problem reported by the customer. perform all activities necessary to ensure in- service performance • work with configuration management to access needed information for standard and customized solutions.
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