Cloud Support Engineer

About this opportunity:
We are the Customer Support IP, Core and Cloud team. We work with the latest telecommunication products like 5G Core to provide a world class after sales support service to our customers in Middle East and Africa. We combine the knowledge of our experts with artificial intelligence, machine learning, and analytics to detect and resolve network issues or anomalies before they impact the network performance. Become part of our growing team and play a part in Ericsson's vision of a sustainable and connected future. Join us in making the unimaginable possible!
Find more information at: Network Support Services powered by AI and ML - Ericsson
Ericsson Cloud Infrastructure provides proven, open, standards-based solutions to service provider applications and network functions for 5G. These on-premises cloud infrastructure solutions fit both virtual and cloud native applications. All our cloud infrastructure solutions, from our market-leading system-verified NFVI solution to our newest Cloud Native Infrastructure solution on bare-metal deliver fast deployment, short time to market for new services, and low total cost of ownership (TCO).
We are looking for a Cloud Solution Support Expert, who will be responsible for analysing, learning, orchestrating, and troubleshooting customer solutions during E2E network level problems across Market Area Middle East Africa telecom operators. In this role, you will also be working with different telco applications teams for resolving the cloud infrastructure & IP Infrastructure related problems. The role demands extensive technical skills to define the problem statement and connect various application and infra layer outcomes to narrow down the issue to resolve it at a faster pace.
What you will do:

• Investigate, deliver remedy & restorations, and produce solutions to CSRs (Customer Service Requests) reported by customers
• Work within well-defined system support guidelines.
• Participate in software upgrades and update.
• Should be able to use support tools for ticket handling.
• Ensure customer satisfaction with the performance of installed systems by successful handling and reporting of all technical problems.
• Provide regular progress updates in the support system for each assigned support issue.
• Through contact with external customers and internal support functions gather data and information about any specific problem that has been reported
• Actively engage in communication with other engineers for the purpose of knowledge sharing etc.
• If the CSR cannot be answered/solved within the time limit, escalate the Trouble report to next level of competence units.
• Evaluation of answers and solutions received from higher competence units to verify that the answer/ solution will clear the problem reported by the customer.
• In the line of supporting our products, identify possible improvements to the products that will make them more maintainable and user friendly.
• Document these possible improvements in Requirement Specifications as input to the design of new generations of the products.
• Registration of new known solutions and updating of existing known solutions based on the answers / solutions developed within own Line-organization or received from elsewhere.
• Handover of problems that are deemed necessary to be continuously worked on to an individual at the next organization within the "Follow the Sun" concept.
• Maintain system configuration records for SW, Market Features and Network
• Configurations for assigned customer.
• Giving guidance in developing Operation & Maintenance instructions Implementation of proactive maintenance procedures.
• Work with Configuration Management to access needed information for standard and customized solutions.
• Isolate the product faults and raise the Trouble report ( TR). Evaluate the answer provided to TR and support design unit to reproduce the fault.
• Ensure the quality of Emergency corrections and Intermediate correction packages delivered to customer.
• May need to work in shifts and Emergencies Support Rota.
  Initiatives will be continuously required to improve the working efficiency of the team to bring it to accepted Global practices.
• Lead and execute the implementation of new software releases.
• Writing documents for fault analysis/ RCA along with required preventive and corrective actions.
• 24*7 availability as per support guidelines

The skills you bring:

• Academic degree, minimum on bachelor level, in engineering (IT, Telecom) along with
  5 years' experience in support, operation or integration in Cloud and IP domain
• Deep Knowledge of Linux (Ubuntu/RedHat desirable) including extensive Hands on and Administration
• IP Networking knowledge (switching/routing/firewall)
• Troubleshooting skills on Routers, Switches and Firewalls (Juniper, Extreme, F5, CISCO, Fortinet)
• Virtualization (KVM/VMware)
• Mirantis / RedHat Open stack Knowledge
• Scripting languages (Python, Shell, Perl etc.)
• MySQL database knowledge /Administration
• Understanding of standards in cloud domain.
• Virtual Machines internetworking knowledge
• Software Defined Networking (SDN)
• Data center Management of large-scale IT infrastructure
• DELL/HP server platforms knowledge
• Extreme/Pluribus/Cisco switches/routers knowledge
• Open Virtual Switch (OVS) knowledge
• Knowledge of storage technologies - EMC VNX, SCALEIO etc.
• Software defined Storage - Nexenta
• Dockers/containers using Linux.
• Strong analytical 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: Egypt (EG) || Cairo
Req ID: 781143