application essay

Main Task at work

I am currently working 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 to report their complaints through a tool called SMS . Through this tool , customers can disclose their problems 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 are classified based on the level of severity of the problem namely low , medium , 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 needs to be quickly resolved . 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 . A CSR is considered completed when FLS engineers have given their recommended solutions regarding the problem to the customer and 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 systems . This task involves the installation of new softwares which is done periodically every 3 months . The installation of newer versions of software is intended to fix all reported problems and remove all bugs in the software to make the system perform better

Aside from these routine tasks , I also do customer projects when customers new systems or machines from Ericsson . The primary goal of this project is to make the system more operational . It normally starts with the preparation phase where all aspects of the project are discussed then followed by the installation of the system . The final step is the delivery of the system to the customer . After this stage the system will be handed over to Customer Support Department and all problems in the live systems will be dealt using the CSR mechanism as mentioned above

It can be surmised that the important factors in effectively accomplishing the tasks of an FSL engineer are technical competence vast knowledge of the...