Overview
At Ericsson, we are seeking a dedicated Support Engineer to join a small IMS support team within MOAI NEO, focused on 5G Core and Cloud Core for NACI customers. In this pivotal role, you will own complex L2/L3 incidents, improve live network stability, and work closely with product, project, and problem management teams to reduce outages, prevent repeat faults and introduce new CCxx releases safely. You will play a key role in delivering reliable, high‐performing 5G Cloud Core solutions, ensuring customer satisfaction, operational excellence and ongoing service stability.
Responsibilities
- Lead investigations and drive the resolution of complex L2/L3 incidents across IMS, 5G Core and Cloud Core environments.
- Restore customer networks and services during critical incidents, taking ownership of fault isolation, advanced troubleshooting and service recovery.
- Analyse system behaviour, identify root causes and work with problem management to prevent repeat faults and improve live network stability.
- Collaborate with product, project and delivery teams to support safe introduction of new CCxx releases and operational changes.
- Communicate clearly with customers and internal stakeholders during high‐pressure incidents, providing timely updates and practical technical guidance.
- Drive operational efficiencies through automation, knowledge sharing, mentoring and continuous improvement.
- Independently manage support cases, resolve critical issues without escalation where possible, and contribute to reduced turnaround times.
Skills & Qualifications
- Core IMS / VoLTE / VoWiFi domain:
- Strong understanding of IMS architecture and call flows, including CSCF, BGCF, MGCF, SBC, TAS/MMTel, HSS/UDM, PCRF/PCF, AS and related functions.
- Knowledge of VoLTE, VoWiFi and VoBB, including registration, call flows, supplementary services, SMS over IMS, emergency calls, interconnect and roaming.
- Familiarity with vendor IMS implementations and deployment topologies.
- Protocols and networking:
- SIP and SDP expertise, including methods, dialogs, routing, forking, error codes, re-INVITE and UPDATE.
- Diameter knowledge across Cx, Sh, Ro, Rx and Gy/Gx interfaces, with Radius exposure where relevant.
- Solid IP networking skills, including IPv4/IPv6, routing, VLANs, DNS/ENUM, NAT, firewalls, load balancers and QoS.
- Understanding of TLS/IPSec, certificates and security concepts for signaling and media.
- Platforms, OS and tooling:
- Linux administration skills, including systemd, networking, storage and performance basics.
- Experience with virtualization and cloud/NFVI, including VMs, OpenStack, VMware and containers/Kubernetes for cloud‐native IMS.
Location
Australia (AU) – Sydney
Equal Opportunity Employer
Ericsson is an Equal Opportunity Employer. We encourage people from all backgrounds to apply, fostering a diverse and inclusive organization.
Customer Network Support Engineer in Sydney employer: Ericsson GmbH
At Ericsson, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration. As the Head of MA Asia EAS, you'll be part of a diverse leadership team in Yokohama, Japan, where you can leverage your expertise to drive strategic growth while enjoying ample opportunities for professional development. Our commitment to inclusivity and employee empowerment ensures that every team member can thrive and contribute to groundbreaking solutions in the telecommunications industry.
