Senior - Technical Support Engineer

Ericsson (Thailand) (Bangkok, Bangkok City, Thailand)

Bangkok, Thailand

Creating game-changing technologies and services that shape our future - that's what we do. By combining creativity, expertise and technology, we open new possibilities in communication for you. And together, we support in resolving global challenges. For example by mitigating climate change and connecting every school in the world.

About this position

We are seeking a dedicated Fixed Broadband Technical Support Engineer to join our team. This role is crucial in providing exceptional technical support and troubleshooting for our fixed broadband services. The ideal candidate will possess a strong understanding of network technologies, excellent customer service skills, and the ability to resolve technical issues efficiently.

Responsibilities

• Provide 2nd Tier technical support to customers experiencing issues with fixed broadband Network & services.
• Diagnose and troubleshoot connectivity issues, including hardware, software, and network configuration problems.
• Monitor analyze and report network/service performance metrics, proactively identifying potential issues.
• Collaborate with engineering and product teams to resolve complex technical problems and provide feedback for service improvements.
• Maintain detailed documentation of customer interactions, technical issues, and resolutions in the ticketing system.
• Stay updated on new technologies, products, and industry trends to enhance service quality and effectiveness.
• 24x7 standby in shift to support first line staffs.

Requirements

• > 5 Years Experiences in Telecomunication or IT Operation.
• Bachelor’s degree in Computer Science, Information Technology, Telecommunications, or a related field (or equivalent experience).
• Excellent communication skills, both verbal and written, with an ability to explain technical concepts to non-technical users.
• Customer-oriented mindset with strong problem-solving skills.
• Ability to work independently and as part of a team in a fast-paced environment.
• Knowledge in SQL Language and Data analytic tool such as Tableau, Power BI etc.
• Basic Computer Skills Excel, Word, Power Point Etc. Is Essential.
• Experience with various broadband technologies (FTTx, MPLS, VLL, VPN, Routing protocol) and associated equipment.
• Relevant certifications (e.g., CompTIA Network+, Cisco Certified Network Associate) are advantageous.
• Programming skills in python, shell script or php are advantageous.