Field Service Engineer II

SUMMARY Ericsson’s Local Support organization in the MU NA delivers first line customer support services to our customers based in US and Canada. Our responsibility is to recognize our customers’ needs and offer superior services which includes the delivery of technical solutions in the form of proactive and/or corrective system maintenance, 24x7 operations, field and emergency handling services based on the contractual agreements with our customers. The key to our success is our people, those who have the right mindset, competence and ability to learn to develop customer solutions while achieving our business objectives. We are looking for people who are passionate about what they do, flexible, demonstrate a sense of urgency, are strong team players, are able to adapt to changes and take ownership. If this describes you and you are looking to be challenged, please apply to the following position.  Under the supervision of the Network Support Group (NSG) Manager or team leader, the ELS/NSG Field Support Engineer shall provide the contracted customer support services according to established processes. The position requires constant interactions with the following organizations: Customer Interaction Center (CIC), Service Delivery Manager (SDM), External/Internal customers, Global Support (GSD). RESPONSIBILITIES· Write accurate descriptions of fault/problems based on the symptoms reported. · Work with the Customer Support Request (CSR) assigned, while using the designated tools according to global processes and procedures. · Escalate to Global Support (GSD) and remain responsible for the CSR. · Monitor the CSR while an answer/solution is created. · Review the answer/solution received from Global Support /other NSG. • Present the answer/solution to the customer and closing of the CSR. · Give guidance amongst Operation & Maintenance instructions. · Perform all activities necessary to ensure In-Service Performance objectives for the assigned customer are achieved. · Inform SDM for all topics related to the customer that jeopardizes contract fulfillment. · Report deficiencies in software, docware and hardware to the relevant GSD Organization and to the responsible SDM. · Answer CSRs with involvement on a rotational basis at the 24 hour Help Desk or during on-call duties. · Develop and maintain customer intimacy · Identify new service opportunities. · Other tasks as required from time to time (e.g. system monitoring, on-site support, correction loading, etc.)  REQUIREMENTS· Use professional concepts and company policies and procedures to solve a variety of problems. · Work on problems of moderate scope where analysis of situations or data requires a review of identifiable factors. · Exercise judgment within defined procedures and practices to determine appropriate action. · Normally receive general instructions on routine work, detailed instructions on new assignments. · Bachelor degree in Telecommunications, Engineering or Computer Sciences.· Flexibility and ability to work in a team. Demonstrated ability to be self motivated and driven. Demonstrated ability of initiative and vision. · Ability to travel (20%). · Excellent written and verbal communication skills.· Very good knowledge on Operating Systems UNIX, LINUX, VAX/VMS, Windows NT.· Good knowledge on Languages: C, Pascal, FORTRAN, C++.  For consideration, qualified candidates should apply for this position by visiting www.ericssonusjobs.com and reference Requisition Number PP12319. 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. Company: Ericsson Location: Overland Park, KS 66219 Status: Full Time, Employee Job Category: Engineering Relevant Work Experience: Less than 1 Year Career Level: Entry Level Education Level: Bachelor's Degree Company: Ericsson Reference Code: PP12319