Date:
Mar 5, 2014
Location
, Texas, US
Req ID: 12455
Job Segment: Technical Support, Telecom, Telecommunications, Engineer, Network, Technology, Engineering
Ericsson Overview
Ericsson is a world-leading provider of telecommunications equipment and services to mobile and fixed network operators. Over 1,000 networks in more than 180 countries use Ericsson equipment, and more than 40 percent of the world's mobile traffic passes through Ericsson networks. Using innovation to empower people, business and society, we are working towards the Networked Society, in which everything that can benefit from a connection will have one. At Ericsson, we apply our innovation to market-based solutions that empower people and society to help shape a more sustainable world.
We are truly a global company, working across borders in 175 countries, offering a diverse, performance-driven culture and an innovative and engaging environment where employees enhance their potential every day. Our employees live our vision, core values and guiding principles. They share a passion to win and a high responsiveness to customer needs that in turn makes us a desirable partner to our clients. To ensure professional growth, Ericsson offers a stimulating work experience, continuous learning and growth opportunities that allow you to acquire the knowledge and skills necessary to reach your career goals.
Job Summary
Ericsson Services, Inc. is looking for a Technical Support Engineer II candidate in Overland Park, KS to provide support for customers resolving complex technical problems within the IP Operations' top-tier III support group and coordinates problem-solving efforts between customers, software support, investigation and analysis of technical problems related to assigned products.
The candidate will be able to demonstrate extensive experience by providing technical support to personnel who are diagnosing, troubleshooting, repairing, and debugging complex software, or networked and/or wireless systems, and responding to situations where first line product support has failed to isolate or fix problems in malfunctioning equipment or software. The candidate will also be able to solve problems by collaborating with the vendor, determine most cost effective repair/resolution to minimize customer downtime and prepare report for analysis of service failure trends and service ability issues.
The candidate will be expected to be viewed as the technical leader of this work group and will be responsible for working with other senior internal and external personnel in all areas of the business and will be an outstanding ambassador for the direct work group as well as for Ericsson in toto. The ideal candidate is Cisco CCIE SP certified. Additionally, the candidate would have 5-8 years experience in an operations environment, IP Engineering or IP Design. Also desired is proficiency in Cisco hardware and software (IOS and IOSXR) and routing protocols such as BGP, ISIS, OSPF and Multicast and a working knowledge of DWDM.
Responsibilities & Tasks
The Technical Support Engineer, TSE II will be responsible for:
Position Qualifications
Core Competences:
Minimum Qualifications & Experience Requirements:
Preferred Qualifications & Experience Requirements:
Additional Requirements, Physical Demands, Region/Local Specifications:
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.
We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
Primary country and city: United States (US) || Texas || No Selection || ServEng
Ericsson is a world-leading provider of telecommunications equipment and services to mobile and fixed network operators. Over 1,000 networks in more than 180 countries use Ericsson equipment, and more than 40 percent of the world's mobile traffic passes through Ericsson networks. Using innovation to empower people, business and society, we are working towards the Networked Society, in which everything that can benefit from a connection will have one. At Ericsson, we apply our innovation to market-based solutions that empower people and society to help shape a more sustainable world.
We are truly a global company, working across borders in 175 countries, offering a diverse, performance-driven culture and an innovative and engaging environment where employees enhance their potential every day. Our employees live our vision, core values and guiding principles. They share a passion to win and a high responsiveness to customer needs that in turn makes us a desirable partner to our clients. To ensure professional growth, Ericsson offers a stimulating work experience, continuous learning and growth opportunities that allow you to acquire the knowledge and skills necessary to reach your career goals.
Job Summary
Ericsson Services, Inc. is looking for a Technical Support Engineer II candidate in Overland Park, KS to provide support for customers resolving complex technical problems within the IP Operations' top-tier III support group and coordinates problem-solving efforts between customers, software support, investigation and analysis of technical problems related to assigned products.
The candidate will be able to demonstrate extensive experience by providing technical support to personnel who are diagnosing, troubleshooting, repairing, and debugging complex software, or networked and/or wireless systems, and responding to situations where first line product support has failed to isolate or fix problems in malfunctioning equipment or software. The candidate will also be able to solve problems by collaborating with the vendor, determine most cost effective repair/resolution to minimize customer downtime and prepare report for analysis of service failure trends and service ability issues.
The candidate will be expected to be viewed as the technical leader of this work group and will be responsible for working with other senior internal and external personnel in all areas of the business and will be an outstanding ambassador for the direct work group as well as for Ericsson in toto. The ideal candidate is Cisco CCIE SP certified. Additionally, the candidate would have 5-8 years experience in an operations environment, IP Engineering or IP Design. Also desired is proficiency in Cisco hardware and software (IOS and IOSXR) and routing protocols such as BGP, ISIS, OSPF and Multicast and a working knowledge of DWDM.
Responsibilities & Tasks
The Technical Support Engineer, TSE II will be responsible for:
- Provide support for customers in resolving complex technical problems within the IP operations group and the execution of all assigned projects within Scope, Time and Budget.
- Provide technical support for break-fix activities, proactive network health work, maintenance activities, support of systems and tools, DRIVE projects, and UNIX scripting.
- Responds to situations where first and second line product support has failed to isolate or fix problems in malfunctioning equipment or software.
- Provide troubleshooting expertise for IPv4 and IPv6 network issues utilizing expert level knowledge of: TCP/IP, BGP, ISIS, OSPF, Multicast, and MPLS L2TPv3.
-
Provide technical support to personnel who are diagnosing,
troubleshooting, repairing, and debugging complex software, or networked
and/or wireless systems. (Sprintlink, PIP, Global MPLS)
- The network systems include the following series routers and catalyst switches: 2500, 2600, 2800, 3600, 7500, 10000, 12000.
- The candidate will be responsible for having working knowledge most, if not all of the following protocols: IS-IS, BGP, EIGRP, OSPF, RIP, SONET, PPP, HDLC, DS3/DS1, and Ethernet.
- Solve problems by collaborating with the vendor. The candidate will work with the vendor Cisco and new vendor Juniper to investigate and root-cause network events and funnel that information back to the appropriate groups. The candidate will be able to determine most cost effective repair/resolution to minimize customer downtime. Prepares report for analysis of service failure trends and service ability issues.
Position Qualifications
Core Competences:
- Demonstrates exceptional capacity for taking ownership of issues through to resolution.
- Takes a logical and orderly approach to analyzing problems, organizing work and planning actions.
- Ability to build strong relationships both internally and externally.
- Ability to negotiate and resolve conflicts.
- Searches and implements creative solutions, going beyond the traditional and accepted.
- Ability to multi-task, meet objectives and solve problems in very stressful situations.
- Ability to work with people from various backgrounds.
- Identifies needs of both internal and external customers and meets or exceeds their expectations in a resource efficient way.
Minimum Qualifications & Experience Requirements:
- Bachelor’s Degree in Telecommunication or Engineering or an equivalent combination of education and experience.
- 5-8 years’ experience in an operations environment, IP Engineering or IP Design.
- Proficiency in Cisco hardware and software (IOS and IOSXR) and routing protocols such as BGP, ISIS, OSPF and Multicast and a working knowledge of DWDM, desirable
- Cisco CCIE SP certified, desirable
- Proven track record of meeting objectives.
Preferred Qualifications & Experience Requirements:
- Problem solving and trouble shooting skills
- Good communication skills
- Cost Awareness
- Social skills and awareness
Additional Requirements, Physical Demands, Region/Local Specifications:
- Highest tier technical support for assigned Transport Platforms and facilities assigned to these Platforms in a 7x24 environment.
- Scheduled on-call duties supporting these Platforms.
- Root cause analysis and follow up to network events.
- May require up to 10% travel
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.
We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
Primary country and city: United States (US) || Texas || No Selection || ServEng
Job Segment: Technical Support, Telecom, Telecommunications, Engineer, Network, Technology, Engineering
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