Enterprise Support Engineer

As the technology firm that created the mobile world and a rich history of 145 years of building ground-breaking solutions and innovative technologies supported by 60,000+ patents, Ericsson has 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 are welcomed as your own perfectly unique self, and celebrated for the skills, talent, and perspective you bring to the team.

Ericsson Enterprise Wireless Solutions (BEWS) is the group responsible for leading Ericsson's Enterprise Networking and Security business. Our growing product portfolio spans across wide area networks, local area networks and enterprise security. We are the #1 global market leader in Wireless-WAN based enterprise connectivity solutions and are growing fast in enterprise Private 5G networks and Secure Access Services Edge (SASE) solutions.

How Will You Contribute to the Company?

Ericsson Enterprise Wireless Solutions Enterprise Support Network Engineers will troubleshoot, escalate, and resolve customer issues regarding Company products and/or services and educate customers on best practices when utilizing our products.  This job will provide support to our North American region, working an 8-hour shift within the hours of 6 am - 6 pm (Mountain). The individual will typically work full time, and in some cases, may be required to work an On-Call schedule, which may include late nights and/or weekends depending on company needs. Products and Services include but are not limited to: Routers, APs, cellular connectivity, networking, and software services.

What Will You Do?

• Post-Sales Support for Customers via phone, chat, email

• Pre-Sales Support engagement with Sales Engineering

• Maintain detailed case management records using CRM

• Scheduled On-Call rotation

• Focus on educating customers in Company Best-Practices

• Help facilitate training with internal resources and customers

• Engagement with multiple internal departments (i.e., R&D, Sales, Sales Engineering, and others.)

• Technical writing (i.e., documenting solutions, writing technical articles, developing training materials, etc.)

• Continue Professional development by staying current on the latest innovations and trends in all areas of information technology (IT) (i.e., Wireless, Security, etc.)

• Recommend enhancements to Company Products and Services

Qualifications

Minimum Qualifications:

• Minimum of three (3) years' experience, or an associate's degree in a relevant field (Network Administration, Network Engineering, I.T. Management, and Systems Administration) or equivalent combination of experience, education, and relevant industry certifications

Understanding of the following Networking Concepts

Basic/intermediate Layer 2 concepts:

• Purpose and example use cases for VLANs

• Understanding of VLAN tagging (Access vs. Trunk)

• Wi-Fi

Basic/intermediate Layer 3 concepts:

• NAT/PAT

• LAN

• WAN

• DHCP

• DNS resolution

• Private IP networks (RFC 1918)

• IP subnetting

Basic/intermediate Layer 4 concepts:

• TCP/UDP ports

• Purpose of routed IP protocols (TCP/UDP/ICMP)

• Port forwarding

• Basic/intermediate network security:

• Firewalls/ACL

• IPS/IDS

• Web Filtering

• Familiarity with basic VPN concepts such as client/server vs. site-to-site topologies

• Familiarity with basic routing concepts such as static routing and the purpose of dynamic routing protocols

Common network services:

• NTP

• SSH/Telnet

• DNS

Troubleshooting skills:

• Common command-line troubleshooting tools (i.e. ping, ipconfig/ifconfig, traceroute/tracert)

• SSH/Telnet

• Understanding of troubleshooting flow best practices

Bonus Points:

Advanced Layer 2 concepts:

• Spanning-Tree Protocol

• 'Router on a stick' topology

• IP Multicast

• Wireless Access Points & wireless controllers

• PoE

Advanced Layer 3 concepts:

• NAT/PAT packet flows/ephemeral ports

• IP packet header information

• DHCP client/server packet flows

• DNS records and DNS packet flows

• Stateful Firewall packet flows

Advanced firewall concepts:

• Cloud-based packet inspection

• Intermediate/advanced network services:

• SNMP agent functionality

• SIP

• PKI

• NMEA GPS sentences

• AVL

Advanced VPN concepts:

• IPsec

• GRE

• GRE over IPsec

• SSL/TLS VPNs

• Software-defined overlay

Advanced routing concepts:

• OSPF

• BGP

• NHRP

• DMVPN

• NEMO

Other relevant skills:

• Advanced knowledge of other vendors' networking solutions

• Knowledge of common software services (AD, RADIUS/TACACS+, SNMP managers)

• Python

• REST API

• SDK

• JSON data structures

• Cloud device management

• Familiarity with cellular networking

• Understanding of basic electrical concepts (Watts/Volts/Amps/Solar)

Why Ericsson Enterprise Wireless Solutions?

At Ericsson Enterprise Wireless Solutions, we are one team - all in on inclusion. Celebrating the uniqueness of our individual team members across the globe helps us build diverse teams where we all can thrive. Our connected, community-focused culture enables each one of us to perform at our best and fully be ourselves.

Our values drive everything we do:

• Respect: we don't point a finger; we lend a hand.

• Integrity: we do the right thing, even when it is hard; we make fact-based decisions.

• Perseverance: we accept and embrace change; we have a passion to win!

• Professionalism: we hold each other accountable.

We are creating the future of global connectivity and community. Come join us. You belong here.

Compensation & Benefits at Ericsson Enterprise Wireless Solutions

At Ericsson Enterprise Wireless Solutions, we know that our people are the key to our success. We offer a competitive compensation and benefits package to help with your individual needs and goals.

Your Pay:

The salary range for this position is listed below. The actual salary offered is dependent on various factors including, but not limited to, location, the candidate's combination of job-related knowledge, qualifications, skills, education, training, and experience.

$43,400.00 - $80,600.00

Your pay also includes the opportunity for an annual bonus. This variable pay opportunity is dependent upon the attainment of agreed to goals and objectives as determined by our Senior Leadership team. Certain eligibility and pro-ration rules apply.

Your Health:

Ericsson Enterprise Wireless Solutions offers excellent, competitive employee benefits, such as: subsidized, nationwide PPO medical benefit options including a low-deductible Point of Service Plan and a qualifying High Deductible Health Plan (HDHP), with a generous company-provided HSA contribution. For California employees, we offer a subsidized HMO option through Kaiser. Ericsson Enterprise Wireless Solutions also offers subsidized dental and vision coverage.

Your Financial Security:

Ericsson Enterprise Wireless Solutions invests in both your short and long-term financial wellbeing. Our 401(k) plan has a 4% company match and immediate vesting. Employees will also receive company-paid employee basic life and AD&D insurance and company-paid disability benefits.

Your Time:

Your work-life balance is important to us. Ericsson Enterprise Wireless Solutions provides generous paid time off, including: 15 days of Flexible Time Off (FTO), four paid quarterly well-being days, and 11 paid annual holidays (includes nine company holidays and up to two floating holidays).  Please note that an employee's FTO balance and floating holidays may be prorated in the first year, based on start date. We also offer paid maternity-leave benefits and six weeks 100% paid family leave for all employees.

Additional Benefits:

Ericsson Enterprise Wireless Solutions offers other company-paid benefits such as a comprehensive Employee Assistance Program, Talkspace mobile therapy, and volunteer paid time off.

Ericsson Enterprise Wireless Solutions' Diversity, Equity, Inclusion, and Belonging mission is to create an inclusive work environment where all employees' differences are celebrated, their thoughts matter, and everyone feels safe to bring their authentic selves to work. We're proud to be an equal opportunity employer and aim to attract, develop, and engage top talent from a diverse candidate pool. It is our policy and commitment to provide equal opportunity employment for all persons and not discriminate in employment decisions by placing the most qualified person in each job, without regard to any other classification protected by federal, state, or local law.

Please note: Ericsson Enterprise Wireless Solutions does not accept agency resumes and is not responsible for any fees related to unsolicited resumes. Please do not forward resumes to Ericsson Enterprise Wireless Solutions employees.

The deadline to apply to this role is listed below.

07 / 11 / 2024

Note: this date may be updated based on any extensions to the job posting.