Support Engineer
About this role
Join our Team
About this opportunity
We are seeking a Support Engineer with expertise in IMS and Cloud Infrastructure systems to join our team. You will handle operations, maintenance, new equipment deployment, end-to-end troubleshooting, and root cause analysis in line with established processes and contracted SLAs, delivering telecom-grade solutions for our customers.
What you will do
- Issue & SLA Management: Own Customer Service Requests from contract validation to root cause resolution, while overseeing SLA/KPI performance and customer satisfaction.
- Emergency & Deployment Execution: Respond to emergency situations for timely network restoration, and execute software implementations and equipment setups in customer networks.
- Proactive & Corrective Support: Conduct data-driven preemptive support to prevent service degradation, and implement corrective actions for unsuccessful software loading.
- Knowledge Sharing: Mentor peers, facilitate knowledge transfer and reuse, and collaborate cross-functionally to support system optimization.
The skills you bring
- Core Technical Expertise (Must-Have): Hands-on experience with IMS or Cloud Infrastructure systems, proficient in at least one:
- IMS / Core Components: CSCF, MGCF, BGCF, MRF, SBC, CS Portfolio competence
- Cloud & Infrastructure: OpenStack, Kubernetes, Cloud Infrastructure
- Troubleshooting & Operations: End-to-end fault resolution, root cause analysis, preemptive support competence, Machine Learning, and Release & Change Management.
- Process & Compliance: CSR Handling Process, Customer Problem Management, Change and Improvement Management, and Trade Compliance.
- Customer & Collaboration: Customer Success, Customer Relationship Building, Data Analysis, Negotiation, Knowledge Transfer and Reuse, and Knowledge Sharing and Collaboration Skills.
Why join Ericsson?At Ericsson, you´ll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what´s possible. To build solutions never seen before to some of the world’s toughest problems. You´ll be challenged, but you won’t be alone. You´ll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.
What happens once you apply?Click Here to find all you need to know about what our typical hiring process looks like.Encouraging a diverse and inclusive organization is core to our values at Ericsson, that's why we champion it in everything we do. We truly believe that by collaborating with people with different experiences we drive innovation, which is essential for our future growth. We encourage people from all backgrounds to apply and realize their full potential as part of our Ericsson team. Ericsson is proud to be an Equal Opportunity Employer. learn more.
Primary country and city: Taiwan (TW) || Taipei
Req ID: 789487
Company at a glance
The future of mobile isn’t on the horizon, it’s happening now. At Ericsson, we’re building the foundation for an open network ecosystem where industries, developers, and enterprises thrive.
The convergence of 5G, AI, cloud, and network APIs isn’t just a technological shift; it’s a transformation that is redefining industries and enhancing everyday life. Open, programmable networks are enabling real-time innovation and unlocking new business models across the globe.
Imagine a world where developers can dynamically access network capabilities on demand, where enterprises don’t just use connectivity but shape it. This isn’t a distant vision, it’s the ecosystem we’re creating today.
Collaboration fuels everything we do. By working across industries, we’re designing a future where connectivity isn’t just seamless. It’s intelligent, programmable, and transformative.
The shift is happening. Are you part of it?
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