Associate- Broadband Technical Support

About this opportunity:

Step into a rewarding and challenging role as a Domain Support Specialist at Ericsson. This critical position manages technical capabilities in Automated Operations, navigating routine resource fulfillment, diagnostics, and technical support. The successful candidate will master coordination, management, and execution of proactive and reactive maintenance practices. This role plays a central part in various services, encompassing allocation, configuration, activation, and testing specifics. Be the one to uphold continuous service availability and exceed our Service Level Agreement (SLA) parameters.

What you will do:

• Serve as an escalation point for technical expertise, ensuring a responsive 24/7 capability in Automated Operations.
• Oversight of ticket queues, guaranteeing prompt ticket responses.
• Rapid response to out-of-business hours calls, focused on improving automated recovery and providing escalation support for Service surveillance.
• Conduct proactive analysis to foresee potential failures, enabling incident restoration and repair.
• Perform first-level preventive maintenance, routine system check-ups and database audits to maintain optimal performance.
• Initiate functional escalations, manage incidents, and coordinate corrective maintenance.
• Execute system administration duties encompassing database maintenance and user access management.
• Engage in service resource fulfillment, facilitating the acceptance of new or enhanced services and resources.
• Handle problem management, incident identification, investigation, and diagnosis to ensure customer offerings.
• Drive improvement initiatives, utilizing report analysis to enhance customer experiences.

The skills you bring:

• Ericsson Operations Engine - Mode Of Operations.
• Ericsson Customer Experience Assurance (CEA) Competence.
• Incident Management.
• 5G MS Operations Readiness.
• Business Understanding.
• Ericsson Customer Assurance Competence.
• MS TOP.
• Knowledge sharing and learning.
• Customer Experience Improvement.
• Service Request Fulfilment (OMS).
• Customer Complaint Resolution.
• Business Continuity Management.
• System Administration.
• RAN Configuration Knowledge.
• Incident management.