Job Description
Overview
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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.
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Responsibilities
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Lead investigations and drive the resolution of complex L2/L3 incidents across IMS, 5G Core and Cloud Core environments.
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Restore customer networks and services during critical incidents, taking ownership of fault isolation, advanced troubleshooting and service recovery.
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Analyse system behaviour, identify root causes and work with problem management to prevent repeat faults and improve live network stability.
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Collaborate with product, project and delivery teams to support safe introduction of new CCxx releases and operational changes.
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Communicate clearly with customers and internal stakeholders during high‐pressure incidents, providing timely updates and practical technical guidance.
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Drive operational efficiencies through automation, knowledge sharing, mentoring and continuous improvement.
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Independently manage support cases, resolve critical issues without escalation where possible,



and contribute to reduced turnaround times.
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Skills & Qualifications
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Core IMS / VoLTE / VoWiFi domain:n
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Robust understanding of IMS architecture and call flows, including CSCF, BGCF, MGCF, SBC, TAS/MMTel, HSS/UDM, PCRF/PCF, AS and related functions.
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Knowledge of VoLTE, VoWiFi and VoBB, including registration, call flows, supplementary services, SMS over IMS, emergency calls, interconnect and roaming.
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Familiarity with vendor IMS implementations and deployment topologies.
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Protocols and networking:n
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SIP and SDP expertise, including methods, dialogs, routing, forking, error codes, re-INVITE and UPDATE.
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Diameter knowledge across Cx, Sh, Ro, Rx and Gy/Gx interfaces, with Radius exposure where relevant.
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Solid IP networking skills, including IPv4/IPv6, routing, VLANs, DNS/ENUM, NAT, firewalls, load balancers and QoS.
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Understanding of TLS/IPSec, certificates and security concepts for signaling and media.
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Platforms, OS and tooling:n
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Linux administration skills, including systemd, networking, storage and performance basics.
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Experience with virtualization and cloud/NFVI, including VMs, OpenStack, VMware and
containers/Kubernetes
for cloud‐native IMS.
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Location
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Australia (AU) – Sydney
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Equal Opportunity Employer
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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 (New South Wales)
🏢 Ericsson
📍 New South Wales