Hardware and Software Support Engineer

Job Number: 673

External Description:

As the tech firm that created the mobile world, and with more than 54,000 patents to our name, we’ve made it our business to make a mark. When joining our team at Ericsson you are empowered to learn, lead and perform at your best, shaping the future of technology. This is a place where you're welcomed as your own perfectly unique self, and celebrated for the skills, talent, and perspective you bring to the team. Are you in?

Come, and be where it begins.

Job Summary:

We are looking for a Hardware and Software Support Engineer to provide helpdesk support for the escalation, and management of customer hardware and software issues.  Covering the management of CSR (Customer Service Requests) and RMA (Return Material Authorizations) that have been raised or escalated by Ericsson customers and/or our Field Services teams.

The role also ensures that inventory and stock levels are maintained at our regionally located warehouses enabling field services to meet customer SLAs for repair and replacement activities.

Outline of Key Skills and Experience required:

• Bachelor of Engineering (IT, Telecommunications, Software Engineering) preferred.
• Previous work experience in a customer-oriented and focused environment.
• Strong analytical, problem definition & resolution skills for problem solving.
• Proven attention to detail and accuracy.
• Ability to work autonomously.
• Excellent verbal and written communication skills.

Outline of Key Duties and Responsibilities:

• EHS/ELS Helpdesk -

Provide emergency phone support for hardware and software issues during business hours.

Monitor and process email requests for the EHS/ELS mailbox in accordance with customer Service Level Agreements.

• Spare Part Management -

Track and ensure emergency spares are dispatched and routed correctly.

Provide regular inventory management of field spare parts in regional locations.

Ensure RMAs are actioned in accordance with Service Level Agreements with the field service teams.

Key Behavioural Competencies: 

• Delivering Results & Meeting Customer Expectations.
• Applying Expertise & Technology.
• Following Instructions & Procedures.

This job role may interface with any field-based workers, including Managed Services, NRO/Build, Broadcast, and Digital Services. The role may also interface with direct customer agencies, end customers, external contractors and internal teams .

 

**  Only candidates with valid Australian Work Rights will be considered for this role.

**  Please also note that only shortlisted candidates will be contacted.

 

Why Ericsson?

Ericsson supports flexible work arrangements for all employees.  We provide equal employment opportunities without regard to race, colour, gender, sexual orientation, transgender status, gender identity and/or expression, marital status, pregnancy, parental status, religion, political opinion, nationality, ethnic background, social origin, social status, indigenous status, disability, age, union membership or employee representation and any other characteristic protected by local law or Ericsson’s Code of Business Ethics. 

 

Job Number: 673

Community / Marketing Title: Hardware and Software Support Engineer

Location_formattedLocationLong: Sydney, New South Wales AU