Our Exciting Opportunity
We are now looking for an IT Engineer to perform IT services like L1 Monitoring and Surveillance customer systems. The person will be responsible to initiate trouble tickets (TT) in case of any event with monitored nodes, escalate to L2 support for unresolved issues and for execution of preventive maintenance activities to ensure that services provided to customers are continuously available and performing to Service Level Agreement (SLA) performance levels!
Work on the installation / configuration, monitoring, optimizing and tuning of the infrastructure with third-party supervision
Monitoring alarms and performance of complex Telecom BSS systems,
Responsible for execution of fault correction steps for the known Issues (L1 Tickets / Incidents)
Handle dimensioning, capacity planning, and support the selection of products
Study the impacts of the system and write technical documentation
Oversee preparation and verification of test environments in conjunction to developing test simulators and automation
Carry out proactive monitoring and alerting L2 teams. Forward issues that cannot be addressed by the L1 team to the appropriate resolver group (Level 2 Team).
Monitor and respond quickly and effectively to requests received through the monitoring tools as per the SLA defined in the process.
Escalate and follow up with the other Resolver Groups on the raised issues
Work in shifts in a 24 / 7 support team.
Prepare and maintain Documentation, Reports, and provide follow-up status on identified tasks
Work as a team member, providing support to colleagues as and when required
Follow processes and procedures
To be successful in the role you must have
Bachelor level, in engineering (IT, Telecom)
1-3 years’ experience of L1 Operation, (Telecom BSS area preferred)
1st level Incident Management
Prior experience of IT Operations (Pref. in telecom domain) is must
Commercial and financial understanding
Applying expertise & technology
Delivering results and meeting customer expectations
Planning, organizing and analyzing
Analytical and task oriented
Understanding of ITIL Processes
Willingness to learn and staying up to date in the IT / Telecom Billing Domain
Creativity and Problem Solving, Out of the box thinking!
Understanding of SLA (Service level Agreement) concept
Knowledge sharing & Collaboration Skills
English skills (oral and written)
What s in it for you?
Here at Ericsson, our culture is built on over a century of courageous decisions. With us, you will no longer be dreaming of what the future holds you will be redefining it.
You won’t develop for the status quo, but will build what replaces it. Joining us is a way to move your career in any direction you want;
with hundreds of career opportunities in locations all over the world, in a place where co-creation and collaboration are embedded into the walls.
You will find yourself in a speak-up environment where empathy and humanness serve as cornerstones for how we work, and where work-life balance is a priority.
Welcome to an inclusive, global company where your opportunity to make an impact is endless.