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 Engineers 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. Bilingual preferred.

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 two (2) years of experience, or an Associate's degree in a relevant field (Network Administration, Network Engineering, I.T. Management, and Systems Administration)

• Understanding of the following Networking Concepts:

  o   Basic/intermediate Layer 2 concepts:

  · Purpose and example use cases for VLANs

  · Understanding of VLAN tagging (Access vs. Trunk) · Wi-Fi

  o   Basic/intermediate Layer 3 concepts:

  · NAT/PAT

  · LAN

  · WAN

  · DHCP

  · DNS resolution

  · Private IP networks (RFC 1918)

  · IP subnetting

  o   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:

  o   NTP

  o   SSH/Telnet

  o   DNS

Preferred Qualifications:

• Advanced Layer 2 concepts:

  o   Spanning-Tree Protocol

  o