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 e.g., Pre-emptive and Software Update handling. 
Related to Problem Management, Support Engineer is responsible for the implementation of preventive actions and reporting results of implementation.
Responsibility and Tasks
General
•    Support for Upgrade projects for MOAI
•    Handle and resolve Customer issues
•    Provide dedicated support
•    Deliver results & meet customer expectations
•    Handle Software Update Management (SUM)
•    Handle Customers and internal Stakeholders from Technical perspective
•    Work with diverse team

Operational  
•    Prepare and understand the Network Impact report for different software version of RAN.
•    Identify different delta/differences between software and it’s functionality.
•    Do compare pre-post network KPIs and able to explain the reasoning.
•    Do lead in implementing the new feature and functionality and it’s testing.
•    Do track of system constant implemented in network.
•    Keep track of ongoing Customer service request and ensure that concern is being addressed with the right priority. 
•    Analyze and troubleshoot to Handle and provide support in critical and Emergency cases when needed.  
•    Interface and Interact with the relevant stockholders within organization and ensure the timely progress on Customer service request for Critical/ Priority cases. 
•    Available to handle customer technical queries all the time and ensure timely response. 
•    Make constant efforts to be updated on relevant technical skills all the time. 
•    Participate in Project activities and involve as needed. 
•    Take handover from Project and ensure all the check points completed. 
•    Organize and deliver the Knowledge sharing sessions with stakeholders. 
•    Review and prepare the relevant technical document i.e. RCA  
 
Customer Specific 
•    Good Working Relationship with Customer and Working groups 
•    Take part in Operational review meetings as and when required
•    Understand and get updated on solution deployed in customer network 
•    Make customer aware on product Life cycle i.e. HW or SW 
•    Interface with customer for planned activities in network as needed 
•    Maintain the Install base information from Network 
 Business Related  
•    Provide technical support to Service delivery Manager in all respect  
•    Participate and contribute during pre-sales engagement activities, if needed
•    Understanding of the contractual obligation for support delivery 
•    Ensure that KPIs are met according to SLA  
•    Identify the add on sales opportunities  
 

Education Qualification & Years of Experience
•    Education: BE/B. Tech or equivalent
•    Min years of experience: 10+ Years
•    Last 4 years’ experience must be in 5G/LTE
Skill Experience
•    Strong knowledge about 5G/4G RAN latest features.
•    Strong technical acumen should be exhibited when dealing with complex customer issues. 
•    Strong configuration knowledge of various RAN Solution in MSRBS/DSS/CA
•    Should able do tracing and complex logs analysis for RAN Nodes
•    Good knowledge of 3GPP
•    Must have call flows, protocols, and Interface related knowledge in 5G RAN network
•    Ability to technically analyze and approve solution implementation for the customer
•    An exceptional troubleshooting skill is required to solve the customer issues without escalating to the next level for competence units.
•    Transport and Core network basic troubleshooting
•    Must have worked in a telecom support/care/Level2/R&D/Integration function earlier
•    Experience with Ericsson will be preferred
•    Well versed with the customer support process