Job Description

Notre offre exceptionnelle

En tant qu\'entreprise technologique \xc3\xa0 l\'origine du monde mobile, avec plus de 54 000 brevets \xc3\xa0 notre actif, nous nous sommes donn\xc3\xa9 pour mission de laisser notre empreinte. En rejoignant l\'\xc3\xa9quipe d\'Ericsson, vous avez la possibilit\xc3\xa9 d\'apprendre, de diriger et de donner le meilleur de vous-m\xc3\xaame, en fa\xc3\xa7onnant l\'avenir de la technologie. C\'est un endroit o\xc3\xb9 l\'on vous accueille en tant que personne parfaitement unique et o\xc3\xb9 l\'on vous appr\xc3\xa9cie pour les comp\xc3\xa9tences, le talent et la perspective que vous apportez \xc3\xa0 l\'\xc3\xa9quipe. \xc3\x8ates-vous de la partie? Venez et soyez l\xc3\xa0 o\xc3\xb9 tout commence. Nous sommes actuellement \xc3\xa0 la recherche d\'un ing\xc3\xa9nieur de soutien du r\xc3\xa9seau central/responsable du r\xc3\xa9tablissement avec un fort esprit de leadership et des comp\xc3\xa9tences en mati\xc3\xa8re de r\xc3\xa9solution de probl\xc3\xa8mes, qui fournira \xc3\xa0 nos clients des services de soutien technique et un soutien de traitement d\'urgence. Vous analyserez et r\xc3\xa9soudrez les probl\xc3\xa8mes afin de stabiliser et d\'optimiser les r\xc3\xa9seaux des clients en temps voulu. Vous dirigerez et coordonnerez \xc3\xa9galement le r\xc3\xa9tablissement en cas d\'incident pendant les pannes de r\xc3\xa9seau de nos clients. L\'ing\xc3\xa9nieur de soutien interagit g\xc3\xa9n\xc3\xa9ralement avec le personnel technique des clients, les gestionnaires des op\xc3\xa9rations, les ing\xc3\xa9nieurs de service et d\'autres groupes au sein de l\'organisation de la livraison des services. Vous pouvez \xc3\xa9galement interagir avec des groupes de vente, de R&D, des fournisseurs tiers et les autorit\xc3\xa9s locales.

Comme il n\'y a pas de limites distinctes entre les domaines de comp\xc3\xa9tence, vous devrez faire preuve de souplesse et ma\xc3\xaetriser plus d\'un domaine d\'expertise. L\'\xc3\xa9volution technique est rapide et vous devez constamment maintenir vos comp\xc3\xa9tences et vos aptitudes \xc3\xa0 jour.

Travailler en tant qu\'ing\xc3\xa9nieur de soutien n\xc3\xa9cessitera de vastes connaissances dans les domaines des t\xc3\xa9l\xc3\xa9communications, des datacoms et de l\'IP et de l\'infonuagique, couvrant les connaissances en mati\xc3\xa8re de mat\xc3\xa9riel, de logiciel et de r\xc3\xa9seau. Vous travaillerez, collaborerez et communiquerez dans un environnement international, tant avec vos coll\xc3\xa8gues en interne qu\'avec les clients et les fournisseurs d\'Ericsson. Le poste implique des responsabilit\xc3\xa9s diverses et n\xc3\xa9cessite plus que souvent que vous soyez en mesure de travailler de mani\xc3\xa8re ind\xc3\xa9pendante.

Dans ce poste, vous devrez :

• coordonner les services de traitement d\'urgence et \xc3\xaatre responsable du r\xc3\xa9tablissement du syst\xc3\xa8me du client au niveau de performance d\'avant la panne dans les plus brefs d\xc3\xa9lais;
• participer en tant que membre \xc3\xa0 part enti\xc3\xa8re \xc3\xa0 l\'\xc3\xa9quipe de r\xc3\xa9tablissement d\'urgence compos\xc3\xa9e d\'\xc3\xa9quipes locales et mondiales et veiller \xc3\xa0 ce que les services d\'assistance d\'urgence soient fournis de mani\xc3\xa8re appropri\xc3\xa9e et professionnelle;
• initier et diriger le processus de gestion de crise pendant les pannes de r\xc3\xa9seau ou les pannes nationales;
• faire preuve de leadership tout en assurant la transition technique et de gestion;
• participer \xc3\xa0 l\'analyse post-\xc3\xa9v\xc3\xa9nement avec les diff\xc3\xa9rents niveaux de gestion du support r\xc3\xa9gional et mondial.

Dans votre CV

• Baccalaur\xc3\xa9at en ing\xc3\xa9nierie ou en informatique ou exp\xc3\xa9rience technique \xc3\xa9quivalente.
• Minimum de 3 \xc3\xa0 8 ans d\'exp\xc3\xa9rience en ing\xc3\xa9nierie dans les technologies de t\xc3\xa9l\xc3\xa9communication telles que Packet Core, Radio, Cloud, IMS, VoLTE, etc.
• Vous avez la capacit\xc3\xa9 et la volont\xc3\xa9 de travailler pendant les fins de semaine (samedi, dimanche et lundi, de 7 h \xc3\xa0 20 h, HNC).
• Vous parlez couramment l\'anglais et l\'espagnol ou le portugais.
• Exp\xc3\xa9rience dans les services d\'assistance \xc3\xa0 la client\xc3\xa8le, les outils associ\xc3\xa9s et poss\xc3\xa9dant un niveau de comp\xc3\xa9tences en mati\xc3\xa8re de service \xc3\xa0 la client\xc3\xa8le n\xc3\xa9cessaire pour g\xc3\xa9rer les diverses r\xc3\xa9actions des clients.
• Exp\xc3\xa9rience approfondie dans le domaine des t\xc3\xa9l\xc3\xa9communications (de pr\xc3\xa9f\xc3\xa9rence dans le d\xc3\xa9pannage au niveau du r\xc3\xa9seau E2E).

Rapports au responsable du support technique

Pourquoi Ericsson?

Nous travaillons dans un secteur o\xc3\xb9 de nouvelles occasions se pr\xc3\xa9sentent chaque jour. \xc3\x80 mesure que ces nouvelles occasions se pr\xc3\xa9sentent, nous voyons le potentiel de faire la diff\xc3\xa9rence. Dans plus de 180 pays, nous avons une culture qui respecte et soutient vos ambitions, conform\xc3\xa9ment \xc3\xa0 nos valeurs de respect, de professionnalisme et de pers\xc3\xa9v\xc3\xa9rance.

Ericsson est tr\xc3\xa8s d\xc3\xa9vou\xc3\xa9e \xc3\xa0 l\'apprentissage et au perfectionnement, soutient la mobilit\xc3\xa9 et les horaires de travail flexibles. Nous sommes \xc3\xa9galement engag\xc3\xa9s en faveur de la diversit\xc3\xa9 et de l\'inclusion et nous voulons \xc3\xaatre un moteur responsable et significatif de changement positif. Nous offrons \xc3\xa9galement de formidables avantages, une \xc3\xa9volution de carri\xc3\xa8re exceptionnelle et des programmes de formation pour vous permettre de mener une carri\xc3\xa8re \xc3\xa9panouie dans un monde connect\xc3\xa9.

Que se passe-t-il une fois que vous pr\xc3\xa9sentez votre demande?

Pour vous pr\xc3\xa9parer aux prochaines \xc3\xa9tapes, veuillez explorer ici: Nous veillerons \xc3\xa0 ce que les personnes handicap\xc3\xa9es

Encourager une organisation diversifi\xc3\xa9e et inclusive est au c\xc5\x93ur de nos valeurs chez Ericsson, c\'est pourquoi nous la cultivons dans tout ce que nous faisons. Nous croyons vraiment qu\'en collaborant avec des personnes ayant des exp\xc3\xa9riences diff\xc3\xa9rentes.

Our Exciting Opportunity:

We are now looking for a Technical Support Engineer - Cloud with a strong leadership and problem-solving skills who will provide technical support services service and emergency handling support to our customers. You will analyze and resolve problems to stabilize and optimize customer networks in timely manner. You will also drive and coordinate incident recovery during network outages in our customers networks. The Support Engineer typically interacts with customer technical staff, operation managers, service engineers and other groups within the Service Delivery organization. You may also interact with groups in sales, R&D, 3rd party suppliers and local authorities. As there are no distinct borders between competence areas, you will need to be flexible and master more than one area of expertise. The technical development is rapid, and you are required to continuously keep your competence and skills up to date. Working as a support engineer will require a broad knowledge within telecom, Datacom and IP and Cloud, covering hardware, software, and network knowledge. You will work, collaborate, and communicate in an international environment, both with colleagues internally as well as customers and suppliers to Ericsson. The role assumes diverse responsibilities and more than often requires that you can work independently.

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.

You will:

• Coordinate Emergency Handling Services and be accountable to restore the customer\'s system to pre-outage performance level in the shortest possible time
• Engage as an integral member of the Emergency Recovery team comprising of Local and Global teams and ensure Emergency Support Services are delivered in an appropriate and professional manner
• Initiate and lead Crisis Management process during network or country wide outages
• Show leadership while driving technical and management bridge
• Participate with different levels of Regional, Global Support management in post event analysis

You will bring:

• Bachelor\'s degree in Engineering or Computer Science or equivalent technical experience
• Minimum of 2-4 years of engineering experience in Telecommunication Technologies such as Packet Core, Radio, Cloud, IMS, VoLTE, etc.
• Ability and willingness to work a Weekend Day (Saturday, Sunday, & Monday 7:00 AM - 8:00 PM CST)
• Fluently speak both English and Spanish or Portuguese
• Background in Customer Support Services, associated tools and has a level of customer service skills necessary to handle diverse customer reactions
• Broad experience in a Telecom domain (preferably in E2E network level troubleshooting)

Reports to Technical Support Manager

What\xc2\xb4s in it for you?

Here at Ericsson, our culture is built on over a century of courageous decisions. With us, you will no longer be dreaming of what the future holds - you will be redefining it. You won\'t develop for the status quo but will build what replaces it. Joining us is a way to move your career in any direction you want; with hundreds of career opportunities in locations all over the world, in a place where co-creation and collaboration are embedded into the walls. You will find yourself in a speak-up environment where empathy and humanness serve as cornerstones for how we work, and where work-life balance is a priority. Welcome to an inclusive, global company where your opportunity to make an impact is endless.

What happens once you apply?

To prepare yourself for the next steps, please explore here:

Encouraging a diverse and inclusive organization is core to our values at Ericsson, that\'s why we nurture it in everything we do. We truly believe that by collaborating with people with different experiences we drive innovation, which is essential for our future growth. We encourage people from all backgrounds to apply and realize their full potential as part of our Ericsson team. Ericsson is proud to be an Equal Opportunity and Affirmative Action employer, learn more. If you need assistance or to request an accommodation due to a disability, please contact Ericsson at

Encouraging a diverse and inclusive organization is core to our values at Ericsson, that\'s why we nurture it in everything we do. We truly believe that by collaborating with people with different experiences we drive innovation, which is essential for our future growth. We encourage people from all backgrounds to apply and realize their full potential as part of our Ericsson team. Ericsson is proud to be an Equal Opportunity and Affirmative Action employer, learn more. If you need assistance or to request an accommodation due to a disability, please contact Ericsson at

DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by employees in this position. They are not an exhaustive list of all responsibilities, duties and skills required for this position, and you may be required to perform additional job tasks as assigned.

Primary country and city: Canada (CA) || Canada : Quebec : Montreal

Be where it begins

Welcome to an inclusive, global company where your opportunity to make an impact is endless. Share your most innovative ideas, bring your unique perspective in a speak up environment. With us, you will no longer be dreaming of what the future holds \xe2\x80\x93 you will be redefining it at a company where you\xe2\x80\x99re empowered to lead and perform at your very best.

Being a part of our team means having the flexibility to take your career in many different directions, but it also means leveraging the supportive structure of a big organization, with clear personal and professional development opportunities.

We believe that great accomplishments deserve great benefits and transparent rewards. We strive to offer competitive, unbiased, and fair rewards for all our people. We empower you to manage your own time and promote flexible working opportunities, along with family-friendly policies.

to find out more about our benefits.

Ericsson