Ericsson hiring "Services Engineer" for freshers B.E/B.Tech graduates,Gurgaon-September 2012

Tuesday, September 18, 2012

Job Description

Service Engineer-00069580

Description

2 Job Description

· Single Point of Contact for issues reported at Service Desk

· Drives and improves SLA to and on behalf of the business

· Provides advice, guidance, and is focused on restoring services in the shortest possible

time –typically multi level support

· Retains ownership of all incidents and requests – closed loop

· Proactive Incident and Problem Management initiation

· Receiving calls, first-line End-User liaison

· Making an initial assessment of incidents, attempting to resolve them or refer them to

someone whocan, based on agreed service levels

· Monitoring and escalation procedures relative to the appropriate service levels

· Managing the incident life-cycle, including resolution confirmation, closure and matching to

relatedevents

· Managing the request life-cycle, workflow activities, status updates including fulfillment

verification

· Well-advertised and recognized point-of-access for Users (through telephone and e-mail contacts)

· Documented mission statements, call management procedures, customer service standards

andquality assurance

· Professional support personnel trained in the range of competencies

· Use of Information and Communication Technology (ICT) to implement and manage support

calls

· Support to other NOCs worldwide with certain tools and applications

· The work is performed in rotating shifts, 24 hours a day, seven days a week

3 Roles and Responsibilities

· Responsible for handling of Customer Trouble Tickets with responsibility for time and quality.

· Communicate with customers and with various internal units and stakeholders.

· Analyze, isolate and solve less complex fault issues as well as contribute them to corrective

actions.More complex issues after preliminary recognition send to Back Office engineers.

· Respond to requests for technical assistance in person, via phone and e-mail

· Probing questions using available information resources

· Advise users on appropriate actions

· Follow standard help desk procedures

· Log all help desk interactions

· Redirect problems to appropriate teams or resources

· Identify and escalate situations requiring urgent attention

· Track and route problems and requests and document resolutions

· Stay current with system information, changes and updates

Qualifications

2 ExperienceandAcademicQualification

1.1 General competencies

· Ability to work at odd hours

· Oral and written communication skills

· Very interested in Technology and Communication.

· Flexibility and ability to work both in a team as well as individually.

· Able to perform knowledge transfer.

1.1.1 Technical competencies

Good knowledge and understanding of Ericsson applications and Tools.

1.1.2 Human competencies

· Good Communication skills for written and oral communication

· Customer service orientation

· Problem analysis & Solving

· Learning ability to adopt new technologies

· Adaptability to Corporate Environment working in a matrix organization

· Attention to details for trouble-shooting and customer requirements

· Stress tolerance to work in shifts

1.1.3 Academics and Experience

Technical college or University degree (preferably BE/ BTech)

0-3 years of experience in Technical Help Desk Environment

Job

Services Engineer

Primary Location

IN-HR-Gurgaon

Schedule

Full-time

Job Posting

Sep 17, 2012, 8:52:41 AM

Unposting Date

Oct 1, 2012, 11:59:59 PM

Job Type

Standard

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Posted in: Engineers, Freshers, Gurgaon | | |

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