Description
The Support Engineer is working to provide solutions to problems that have been reported by customers according to established processes and contracted Service Level Agreements. The Support Engineer has product/domain, and/or solutions knowledge and/or customer networks knowledge as well as knowledge of technology evolution of product/domain. In case additional services are contracted with the customer the Support Engineer will also handle eg Pre-emptive and Software Update handling.
Behavioral Competences
- Applying Expertise & Technology
- Analyzing
- Deciding & Initiating actions
- Delivering Results & Meeting Customer Expectations
- Presenting & Communicating information
- Relating & Networking
Specific tasks:
- Act as investigation Leader with the responsibility to own E2E CSR investigation and progress
- Take ownership and handle the customer support ticket (aka CSR - Customer Support Request)
- Drive technical team coordination E2E
- Be able to login in the node and obtain necessary logs or request them from specific customers
- Be able to isolate fault related to specific subsystem
- Support Problem Management function to identify and classify problems with big operational or business impact
- On possibility matter provide response to the customers based on analyses
- Troubleshoot complex issues/CSRs/TRs
- Send comprehensive summary to the Second Line (Tier 2) asking for help
- Monitor the progress of the case and interact with Tier2 until the solution is provided
- Be able to load patch/correction in the customer node
- Evaluate and write Root Cause Analysis for outages or issues not detected by the service
- Take corrective actions in case SW loading is unsuccessful
- Actively find and reuse content from the Structured Knowledge Management Process and actively flag content that need improvement