Junior IT Service Desk Specialist - Bilingual EN/ES

Ericsson

Santiago de Querétaro

Hybrid

MXN 156,000 - 223,000

Full time

5 hours ago

Be an early applicant

Application generator

Turn this role into an interview — a resume and cover letter built around what this employer wants.

Get past ATS filters

Job summary

Ericsson is hiring a Junior Service Support Specialist in Querétaro, Mexico. You will provide day-to-day IT support to end users across global Ericsson offices, handling incidents and service requests in a ticketing system, and collaborating with internal teams to resolve issues.

The role requires basic customer support experience, strong English and Spanish communication, and the ability to work in a 24/7 hybrid environment.

Qualifications

Bachelor in Engineering, IT or related.
Basic experience in customer support - ideally in technical fields.
Ticket handling knowledge – desk support (not call center)
Excellent written and oral skills in English and Spanish.
Teamwork.
Able to shift turn every 4 months (hybrid role)
Familiar with AI, automation or basic scripting.

Responsibilities

Receive, handle and record requests by phone, mail or tickets.
Work as a team member, providing support to colleagues as required.
React to change productively and handle other essential tasks.
Document all Incidents & Service Requests in the Ticketing System with user details.
Collaborate with Internal Teams to fix issues in a timely manner.
Provide support and resolve problems to end user satisfaction.
Monitor and respond to requests per the SLA defined in the process.
Monitor Service Desk for queued tickets and process first-in-first-out by priority.
Document internal procedures.
Assist with onboarding of new users.
Coordinate with team to identify new solutions for issues.
Adhere to defined processes and raise feedback to stakeholders.
Work in shifts in a 24/7 support team.