Support Engineer Job Listing at Ericsson LATAM in Mexico City

Ericsson Overview: Ericsson is a world’s leading provider of communications technology and services. Our offerings include services, consulting, software and infrastructure within Information and Communications Technology for telecom operators and other industries. Today, more than 40 percent of the world’s mobile traffic goes through Ericsson networks in over 180 countries, and we support customers’ networks servicing more than 2.5 billion subscribers. Using innovation to empower people, business and community, 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 to help shape a more sustainable world. We are truly a global company, operating across borders in over 180 countries, offering a diverse, performance-driven culture and an innovative and engaging environment where employees enhance their potential everyday. 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. We welcome the opportunity to meet you! Job Summary: The Support Engineer is responsible for handling problems that have been reported by customers or other Ericsson support organizations. Responsibilities and Tasks:

• Customer Issue handling
• Handling of proactive support
• Knowledge Management Tool (KCS) Coaching
• Remote Service Gateway (RSG) Coaching

Core Competences

• Negotiation Argumentation skills
• Administrative skills
• Planning Organizing skills
• Problem solving strategic thinking
• Presentation communication skill
• Software support
• Network level competence

Minimum Qualification and Experience Requirements

• A Bachelor of Science in IT, telecom or equivalent, plus at least five years of telecommunications experience Experience with technical trouble shooting Fluent written and spoken English

Preferred Qualification and Experience Requirements

• Customer issue handling
• Handling of proactive support (optional)
• Software Update Management handling (optional)
• KCS Coaching (optional)
• RSG Coaching (optional)
• CSR handling process Technical Trouble Shooting Emergency handling process System update process APG40 troubleshooting (mandatory) APG43 Troubleshooting (mandatory) APZ 21250, APZ21260 Troubleshooting (mandatory) IOG 20 Troubleshooting (not mandatory) IOG 11 Troubleshooting (not mandatory) SMS Software Update Management Solution Management System Support Administrative Skills Diversity awareness Drive Change Planning Organizing Skills Lead by Example