Support Engineer

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  • Location:

    Lagos, Nigeria
  • Industry:

    ICT / Telecommunications
  • Specialization:

    Telecom
  • Job Type:

    Full-time
  • Salary:

    Negotiable
  • Required Experience:

    6 to 10 years
  • Posted:

    13th December, 2017 (1 year ago)
  • Application Deadline:

    31st December, 2017

Name: MacTay Consulting
Email: recruitment@mactayconsulting.com
Phone: 01 270 6336
Website: www.mactaygroup.com
Address: No. 5 Prince Adelowo Adedeji Street Lekki Lagos Nigeria,

Job Description

MMEA Regional Support Center has the mission to provide higher competence support services in the region. It will have the mandate to lift up customer’s confidence and dependability in Ericsson technical support organization, by creating an outstanding business value. RSC will have a prime focus on improving the following:
- Customer satisfaction
- Network performance
- Cost reduction
- Performance and Quality enhancement
- Incident Prevention
- Root Cause Analysis
- Hot and Critical issue handling
- Mentoring RSSA engineers  

Job Purpose We are looking for senior and experienced engineers, with a right Customer Support mindset, proactive approach and right competence to troubleshoot and solve technically complex and network issues.  
Main Responsibilities include:
- Project support during implementation.
- End of Support product CSR handling
- Handle Hot and critical issues.
- Perform RCA of Emergencies that occur in RSSA customers.
- Network Audits.
- Reduce Long Duration Emergencies.
- Work as a good team member in a group of highly competent and skilled engineers.
- Team player.
- Proactive approach.
- Assumes work responsibility by being flexible.
- Able to manage high work load periods.
- Able to write technical procedures.
- Suggest improvements in ways of working and ways of cooperation.

Responsibilities

Job Purpose We are looking for senior and experienced engineers, with a right Customer Support mindset, proactive approach and right competence to troubleshoot and solve technically complex and network issues.  
Main Responsibilities include: 
- Project support during implementation. 
- End of Support product CSR handling 
- Handle Hot and critical issues. 
- Perform RCA of Emergencies that occur in RSSA customers.
- Network Audits. 
- Reduce Long Duration Emergencies.
- Work as a good team member in a group of highly competent and skilled engineers. 
- Team player. 
- Proactive approach. 
- Assumes work responsibility by being flexible.
- Able to manage high work load periods. 
- Able to write technical procedures.
- Suggest improvements in ways of working and ways of cooperation

Requirements

Required Technical Competencies:  
  • At least 5-6 years experience, with in-depth troubleshooting skills on Ericsson Core nodes (IMS, UDC, MSS, MSC, BSC, MGW, APG40/43).
  • At least 5-6 years of experience in a customer support environment.
  • Ability to independently deal with complicated technical issues and problems.
  • In-depth SW and HW troubleshooting skills on MSS product.
  • In-depth SW and HW troubleshooting skills on CPP CORE nodes.
  • In-depth SW and HW troubleshooting skills on APG40/43 nodes.
  • Ability to trace and modify software to localize the faults.
  • Highly developed knowledge of SIGTRAN implementation and troubleshooting.
  • Highly developed troubleshooting skills on APG40 and APG43.
  • In-depth understanding of the STS functionality of the CORE nodes and ability to troubleshoot performance related issues across various nodes.
  • Will be a plus, if you have experience in Installation, Implementation, Commissioning and Testing of MSC, MSS, BSC, HLR and APG.
  • Knowledge on various technologies supported by Ericsson. (E.g. UMTS, GPRS, EDGE, WCDMA, GSM etc)

Qualifications

General Skills:  
  • An SME who is able to interact with the CNS organization to understand and clarify customer issues and work with PLM organization for advanced troubleshooting and trouble reports.
  • Experience on Customer Support Tools like SMS, KCS, MHWeb.
  • Excellent Communication skills required (Both written and oral).
  • Understand Ericsson's customer support processes, knowledge of Ericsson structure.
  • Highly motivated and good team player.
  • Must have consultative skills, share knowledge.
  • Motivated to mentor and coach team members.
  • Ability to work under strong pressure related to scale of business impact.
  • Ability to develop and give effective presentations within own unit.
 

Required Skills