application essay

First Essay

Main Task at work

I work as First Line Support Engineer (FLS ) for Operation Support System (OSS ) under Network Management Product at Core Service Delivery Department at Market Unit in the Nordic and Baltic region (MU-NOBA . OSS is an integral component in the telecommunication network where all aspects of operation and maintenance of the network can be centrally managed . The MU-NOBA caters to the needs of existing customers of Ericsson in the Nordic and Baltic countries including Sweden , Norway Denmark , Finland , Iceland , Latvia , Lithuania and Estonia . Customers of

MU-NOBA are comprised of telecom operators , internet service provider and government organizations

As an FLS , my main daily task is to handle all complaints about the functionalities of the applications of OSS . Customers are able report their complaints through a tool called SMS . Through this tool , customers can disclose their problem by filling up the Customer Support Request (CSR . The CSR contains information about the customer , the system and the product . CSRs have four categories which is classified based on the level of severity of the problem which are from low and medium to high and emergency . Low severity refers to less risky problems wherein the CRS is required to be resolved within 90 days while the highest level of severity is called emergency which happens when the problem can no longer be resolved quickly . Emergency CSRs can occur at any time and any day . More so , this type of CSR is handled differently and usually solicits the expertise of other employees who have more advanced technical knowledge to effectively and immediately solve the problem Moreover , FLS engineers have the liberty to choose a CSR that they want to handle and can resolve . The CSR is considered completed when the FLS engineers have uploaded the solution to the Ericsson database system called Primus . This database will minimize the duplication of solutions made by FLS engineers

Another routine task that I perform as an FLS engineer is upgrading the live system . This task involves the creation of new software which is done every three months . I usually install a new version of a specific software that fixes all reported problems and remove all bugs in the software to make the system function better

Aside from these routine tasks , I also do customer projects when customers new systems or machines from Ericsson . The main task for this project is making the system operational . It starts with the preparation phase where all aspects of the project are discussed then followed by the installation of the software . The final step is when the system is delivered to the customer and if it functions well . After this stage , the system will be handed over to Customer Support Department to determine if it has problems or issues

It can be surmised that the important factors in effectively accomplishing the tasks of an FSL engineer are technical competence vast knowledge of the system environment and an adequate skill in customer service

SECOND ESSAY

FUTURE CAREER PLANS...