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 :
- Solid 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.

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📌 Customer Network Support Engineer (City of Sydney)
🏢 Ericsson
📍 City of Sydney