Description
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.
- Mentor to junior and local African engineers.
- Suggest improvements in ways of working and ways of cooperation.
Required Technical Competencies:
- Hands on experience with various products in the Revenue Management Domain.
- At least 5-6 years experience, with in-depth troubleshooting skills on one or more charging system platforms.
- At least 5-6 years of experience in a customer support environment.
- Ability to independently deal with complicated technical issues and problems.
- Advanced troubleshooting skills on the TSP platform and firm grasp on various charging protocols like Diameter, SCAP, SRAP, UCIP, VCIP, INAP, CAPv3, Capv2, CS1+, MAP
- Advanced database knowledge of Sybase, Oracle, MySQL.
- Ability to perform revenue assurance audit of the charging network.
- Excellent knowledge and experience on DWS and/or CRS nodes.
- Will be a plus, if you have experience in Installation, Implementation, Commissioning and Testing of Ericsson SDP, CCN, AIR, MINSAT, SCP and IVR nodes and highly developed HW and SW troubleshooting skills on these nodes.
- Knowledge on various technologies supported by Ericsson. (eg UMTS, GPRS, EDGE, WCDMA, GSM etc).
General/Soft 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.