Packet Core Network Support Engineer

Job Description

Job Summary:

We are now looking for Packet Core Network Support Engineer, whom will be reporting to the Customer Support organization, responsible for analyzing, designing and developing commercially viable end-to-end technical solutions for customers, based on the traffic growth and operational/commercial exposure of in-service 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.

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.

Responsibilities:

· Engaged on customers issue to production support

· Customer issue handling.

· Ensuring that team is performing at high level quality.

· Comprehend customer network need and driving end-to-end technical solutions for customer network issues during the customers commercial operations.

· Acting as solution expert during trouble isolation and RCA.

· Support CNS Managers to define training path for other support engineers.

· Drive along with the CNS team the support readiness for solutions within their respective CU.

· Troubleshooting of end to end network issues at protocol levels.

· Work with Support/Artificial Intelligence teams on list of potential activities and solutions to improve the end customer experiences.

· Work across the Customer Support and Managed Services organization to bring in new technology and automated tools for operations.

· Develop technical presentations, perform customer presentations and have a good understanding of customers network configurations.

· Support deployment of solutions and provide feedback to the PDU teams.

· Active engagement on global Serviceability initiative, constantly creating new requirements.

· Participate in knowledge transfer, documentation and information sharing.

· Stay abreast of, and updated on new technology/technical areas, and share information about solutions to enable a building of customer competence.

Key Qualifications:

· Education: BS/MS Telecommunications, CSE, AI/IS/IT.

· Minimum years of experience: 8-10 yrs.

· Domain experience (area of expertise). Preferably more than one of the following: Cloud, PCN, VoLTE, SDN/VNF LTE/EPC etc.

· Experience from technical job roles is required, Customer Support in GSM/CDMA/3G/4G/IMS/VoLTE/5G.

· Experienced in analyzing network protocols/Wireshark traces.

· High performing technical solution skills.

· Leadership skills to handle on and off shore teams.

· Solid communication skills.

· Able to stand up for what is right and adjust approach depending of the audience (Internal/external).

· Ability to identify and define the services needed to ensure maintainability of a solution.

· Ability to translate the service to be delivered into a value-based offering.

· Very good understanding of Standards.

· Strong troubleshooting skills at solution level.

· Able to interact on troubleshooting sessions with different teams (Ericsson and customer).

DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position. Therefore employees assigned may be required to perform additional job tasks required by the manager.

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Primary country and city: Canada (CA) || || Montreal || ServEng

Req ID: 300203