Private 5G Network Support Specialist

Ericsson; Santiago de Querétaro; On-site; MXN 300,000 - 540,000; Full time

Job summary

Ericsson is seeking a Service Support Specialist for EP5G in Querétaro. You will be the first point of contact for enterprise customers, handling incidents, service requests, and technical questions related to private 4G/5G networks. You will monitor network health and drive issue resolution with Tier 2 and field teams.

You’ll perform initial troubleshooting, document findings, and ensure updates are communicated clearly to customers while aligning with SLAs and security requirements.

Qualifications

• Understanding of 4G/5G fundamentals and private cellular networks.
• Experience with incident management and service coordination.
• Ability to collect evidence and document troubleshooting steps.

Responsibilities

• Serve as primary contact for EP5G incidents and service requests.
• Assess trouble reports and provide updates on restoration activities.
• Monitor EP5G health, identify issues and initiate troubleshooting or escalation.
• Perform first-level troubleshooting using documented procedures and knowledge bases.
• Create and manage support tickets through incident lifecycle.
• Coordinate field activities and hardware support when on-site intervention is needed.

Skills

EP5G knowledge

Troubleshooting

Incident management

English & Spanish

Education

Bachelor’s degree in Telecommunications/CS/Engineering

Tools

NMP Portal

Job description

Ericsson is seeking a Service Support Specialist for EP5G in Querétaro. You will be the first point of contact for enterprise customers, handling incidents, service requests, and technical questions related to private 4G/5G networks. You will monitor network health and drive issue resolution with Tier 2 and field teams.

You’ll perform initial troubleshooting, document findings, and ensure updates are communicated clearly to customers while aligning with SLAs and security requirements.