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OTT Dedicated Support Engineer

Ericsson


Location:
Duluth, GA
Date:
01/18/2018
2018-01-182018-02-17
Categories:
  • Engineering
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Job Details

OTT Dedicated Support Engineer Apply now » Apply now Start apply with LinkedIn Start apply with Facebook Apply Now Start Please wait... Date: Dec 21, 2017 Location: Duluth, GA, US Company: Ericsson Job Summary The Support Engineer is responsible for handling problems that have been reported by customers or other Ericsson support organizations. Responsibilities & Tasks Track the project and provide progress reports to management on a periodic basis. On-site management and hands-on installation, debugging, and optimization of Ericsson products in conjunction with the customer employees and solution. Interface with the different Ericsson Services to gather information and provide appropriate solutions to the customers. Document the final solution using both written and graphical methods. Create instruction manuals and procedures for the customer as required. Provide on-site and/or remote training when necessary. Gather deployment data that aids in support and troubleshooting of any issues or questions that may arise. Perform root cause analysis and reproduce any and all installation issues. Resolve all issues in a timely manner and close with the customer. Escalate where required to resolve issues. Involve management where required to assign required resources. Provide feedback and status to the customer. Work cooperatively with the customer to successfully integrate the Ericsson products into the chosen architecture/solution and any 3rd parties. Provide phone and e-mail support for partners or customers with Support contracts located in North and South America. Interview the customer and determine root cause of problem. Document all contact with customers via Case logs. Perform root cause analysis and reproduce the problem to the extent possible. Resolve all issues in a timely manner and close with the customer. Escalate where required to resolve problems. Involve management where required to assign required resources. Provide feedback to the customer Position Qualifications Core Competences: Negotiation & Argumentation skills Administrative Skills Planning & Organizing skills Problem solving & strategic thinking Presentation & communication skills Software support Network level competence Delivering Results & Meeting Customer Expectations Analyzing Presenting & Communicating Information Applying Expertise & Technology Planning & organizing Working with People Minimum Qualifications & Experience Requirements: BS in computer science or electrical engineering. A minimum of 3 years of relevant industry experience. Knowledgeable in major technical disciplines necessary for the end-to-end system design, analysis, integration, and testing of various digital video broadcast and delivery systems. Exceptional verbal, written, and interpersonal communications skills; ability to work in a fast-paced, changing environment and to demonstrate good logical problem assessment and solving skills. Ability to handle several tasks, organize, document, make decisions, and work efficiently and effectively under deadlines. Familiar with IPTV set-top boxes and IPTV deployment. Familiar with OTT formats and systems is a plus. Knowledgeable in Windows System Administration. Knowledgeable in Linux System Administration. Understanding of Internet protocols such as FTP, MFTP, HTTP (XML, HTML), and SSH. Deep understanding of MPEG-2, MPEG-4 H.264/AVC compression and streaming video technologies including HLS, FMP4, and RTMP. Familiar with Mobile Television streaming standards. Very familiar with IP network switching and routing protocols Scripting experience in at least one language (Ruby, Python, Shell) is a plus. Understanding of HTTP traffic and protocols for video delivery and troubleshooting HTTP communications. Knowledge of CDN & Origin Servers for ABR video delivery is a plus. Additional Requirements: (Recruiter to provide as needed) Why is Ericsson a great place to work? Ericsson is the driving force behind the Networked Society where every person and every industry is empowered to reach their full potential. Mobility, broadband and the cloud are transforming the world, enabling industries and society to provide better services, capture new opportunities, improve businesses, increase efficiency, and build new user experiences. Our services, software and infrastructure support every major telecom operator in the world. The transformation that this brings allows people, business, and society to fulfill their potential and create a more sustainable future. With some 115,000 employees and customers in 180 countries, we combine global scale with technology and services leadership. We support networks that connect more than 2.5 billion subscribers. 40 percent of the world’s mobile traffic is carried over Ericsson networks. And our SEK 100 billion investment in research and development over the last three years ensure that our solutions – and our customers – are at the forefront of innovation. At Ericsson, we give our employees the freedom to think big. Your ideas and innovations can turn into achievements that impact society and change the world. Are you ready to be a change-maker? Learn what makes YOU + Ericsson a powerful combination. Join us today. Founded in 1876, Ericsson has its headquarters in Stockholm, Sweden. Net sales in 2014 were SEK 228.0 billion (USD 33.1 billion). Ericsson is listed on NASDAQ OMX stock exchange in Stockholm and the NASDAQ in New York. DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position. Therefore employees assigned may be required to perform additional job tasks required by the manager. We are proud to be an EEO/AA employer M/F/Disabled/Veterans. We maintain a drug-free workplace and perform pre-employment substance abuse testing. Ericsson provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, pregnancy, parental status, national origin, ethnic background, age, disability, political opinion, social status, protected veteran status, union membership or genetics information. Ericsson complies with applicable country, state and all local laws governing nondiscrimination in employment in every location across the world in which the company has facilities. In addition, Ericsson supports the UN Guiding Principles for Business and Human Rights and the United Nations Global Compact. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, training and development. Ericsson expressly prohibits any form of workplace harassment based on race, color, religion, sex, sexual orientation, gender identity, marital status, pregnancy, parental status, national origin, ethnic background, age, disability, political opinion, social status, protected veteran status, union membership or genetic information. Ericsson will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by Ericsson or (c) consistent with Ericsson’s legal duty to furnish information. Employee Polygraph Protection Act Notice - Employers are generally prohibited from requiring or requesting any employee or job applicant to take a lie detector test, and from discharging, disciplining, or discriminating against an employee or prospective employee for refusing to take a test or for exercising other rights under the Act. For more information, visit https://www.dol.gov/whd/regs/compliance/posters/eppac.pdf. Ericsson is an equal opportunity employer and is committed to providing reasonable accommodation for qualified disabled individuals during the application and hiring process. Ericsson will make modifications or adjustments to the job application or interview process that will enable a qualified applicant to be considered for a position. If you require an accommodation due to a disability, please contact Ericsson at hr.direct.dallas@ericsson.com or (866) 374-2272 (US) or (877) 338-9966 (Canada) for further assistance. Primary country and city: United States (US) || || Duluth || 21096 Nearest Major Market: Atlanta Job Segment: Telecom, Telecommunications, R&D Engineer, Electrical, Engineer, Technology, Engineering Apply now » Apply now Start apply with LinkedIn Start apply with Facebook Apply Now Start Please wait... Find similar jobs: Research and Development (R&D) Jobs, Information Technology (IT) Jobs, Engineering and Software Developer Jobs, Emplois en technologies de l’information, Emplois en Recherche et Développement (R&D)

At Ericsson, we use innovation to empower people, business and society. Our professionals have the freedom and autonomy to think big and bring ideas to life, and they thrive in a culture defined by our core values of respect, professionalism and perseverance. Explore the opportunities at Ericsson, and contribute your unique abilities and strengths to advancing our global vision.

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