Who We Are:
MediaKind is the new identity for Ericsson’s Media Solutions business. Backed by Ericsson’s pioneering heritage and strong foundations – all fueled by deep innovation, we have a single goal in mind: to enable our customers to create and deliver immersive media experiences that enrich life.
We provide end-to-end video products for our customers, ranging from media platforms video decoding. Our 1600+ employees are based in 29 locations all over the world such as France, the UK, India, China, Israel, United States and more. We welcome pioneers and entrepreneurs who want to be heard. Your individual voice will be amplified; after all, we are media kind of people.

Role Description:
To investigate, diagnose and provide technical solutions to Incidents reported by customers or Ericsson support organizations with Digital Broadcast (TV) systems. The position includes investigation of complex technical problems, trouble-shooting of systems that are in operation and, if requested, participation in the remedy of critical systems situations.
The role will be located in the Beijing in China is required to be a fluent bilingual (Mandarin and English) & support MK’s global customer base and reports directly to the Regional Service & Support Manager.

Key Responsibilities:
? Work with assigned Incidents, using support tools and according to global support processes and procedures.
? Through contact with external customers and internal support functions gather data and information about any specific problem that has been reported to Ericsson Television.
? Take ownership of the customer communication on assigned Incidents.
? Analyse problems and identify suitable solutions to these problems.
? Undertake customer visits to resolve significant or complex faults, after other interventions have failed.
? Participate in a 24x7 standby roster to support Contract customers.
? When required, provide basic product and system training to internal and external customers.
? Report on faults and failures, including recommendations on remedial steps and improvements, for feedback to the development and production functions.

Skills & Experience:
? Educated to a degree level in Electronic/Electrical Engineering, Communications Engineering or a related discipline OR have 3 years technical experience in a related industry.
? Current driving Licence; ability and willingness to travel in the local country and overseas, often at short notice.
? A flexible approach to the working environment – both internally and customer focused.
? To have an in-depth knowledge of MPEG, DVB and OTT systems with a technical knowledge/experience covering but not limited to: Networks and Communications using IP Ethernet and routers, an understanding of Broadcast and IP protocols including use of associated analysis tools, Windows Server, Linux OS, virtual machine environments.
? Prior technical customer service experience preferable.

Competencies:
Applying Expertise & Technology
Applies specialist and detailed technical expertise; Develops job knowledge and expertise through continual professional development; Shares expertise and knowledge with others; Uses technology to achieve work objectives; Demonstrates appropriate physical co-ordination and endurance, manual skill, spatial awareness and dexterity; Demonstrates an understanding of different organisational departments and functions.
Analyzing
Analyses numerical data, verbal data and all other sources of information; Breaks information into component parts, patterns and relationships; Probes for further information or greater understanding of a problem; Makes rational judgments from the available information and analysis; Produces workable solutions to a range of problems; Demonstrates an understanding of how one issue may be a part of a much larger system.
Learning & Researching
Rapidly learns new tasks and quickly commits information to memory; Gathers comprehensive information to support decision making; Demonstrates a rapid understanding of newly presented information; Encourages an organisational learning approach (i.e. learns from successes and failures and seeks staff and customer feedback); Manages knowledge (collects, catalogues, and disseminates knowledge of use to the organization).
Delivering Results & Meeting Customer Expectations
Focuses on customer needs and satisfaction; Sets high standards for quality and quantity; Monitors and maintains quality and productivity; Works in a systematic, methodical and orderly way; consistently achieves goals.
Adapting & Responding to Change
Adapts to changing circumstances; Accepts new ideas and change initiatives; Adapts interpersonal style to suit different people or situations; Shows respect and sensitivity towards cultural and religious differences; Deals with ambiguity, making positive use of the opportunities it presents.
Relating & Communicating
Establishes good relationships with customers and staff; Relates well to people at all levels; Manages conflict; Gains clear agreement and commitment from others by persuading; Expresses opinions, information and key points of an argument clearly; Projects credibility.

Our Story:
Technology is constantly advancing, becoming faster, smarter and more efficient – uniting billions of people all over the world and allowing us to consume more media with greater ease, every day.
We understand the power of media and how it is evolving. It runs in our DNA. It’s our passion.
With our pioneering heritage and strong foundations – all fueled by deep innovation, we have a single goal in mind: to enable our customers to create and deliver immersive media experiences.
We are uniquely positioned to help shape and lead the future of global media technology. Our award-winning technologies, established industry heritage and forward-thinking experts equip organizations with the end-to-end technology solutions needed to embrace media of all kinds.
We are opening the eyes of humankind, enabling people to be involved in inspiring stories, iconic moments, and world-changing events – on any screen. We are media technology innovators – imagining the unimaginable and driving the human entertainment experience forward for everyone, everywhere.

上班地址：望京科技园B座