Private 5G Support Specialist, Tier 1 – Enterprise

Ericsson; Santiago de Querétaro; On-site; MXN 360,000 - 480,000; Full time

Job summary

Ericsson is seeking a Private 5G Tier 1 Support Specialist to be the first point of contact for enterprise customers, monitoring and supporting private 4G and 5G networks and managing incidents from report to resolution.

You will perform first-level troubleshooting, coordinate with Tier 2 and field teams, and document issues in the NMP and ticketing system, with a customer-focused mindset and readiness to learn Ericsson Private 5G processes. English and Spanish fluency required.

Qualifications

• Bachelor's degree in Telecommunications, Computer Science, Electrical or Electronic Engineering, IT, or a related field.
• Strong understanding of 4G/5G fundamentals and private cellular networks (EP5G advantageous).
• Knowledge of IP networking: TCP/IP, routing, VLANs, DNS, DHCP, VPN.
• Understanding of RAN, Core Network, and network-management concepts; can interpret alarms and status.
• Experience in Service Desk, NOC, incident management or network operations.
• Knowledge of incident prioritization, SLAs/SLOs, and ticket lifecycles.

Responsibilities

• Serve as the primary point of contact for enterprise EP5G incidents, service requests, and technical questions.
• Receive, assess and manage trouble reports with timely updates on restoration and repair activities.
• Monitor EP5G network health, identify issues, and initiate troubleshooting or escalation as needed.
• Perform first-level troubleshooting using established procedures and knowledge-base articles.
• Use the EP5G Network Management Portal and dashboards to monitor faults and support localization.
• Document troubleshooting findings and resolutions for knowledge base.
• Escalate complex issues to Tier 2 and coordinate with field teams during on-site interventions.

Skills

Troubleshooting

Analytical

Customer focus

Bilingual ENG/ES

Education

Engineering degree

Job description

Ericsson is seeking a Private 5G Tier 1 Support Specialist to be the first point of contact for enterprise customers, monitoring and supporting private 4G and 5G networks and managing incidents from report to resolution.

You will perform first-level troubleshooting, coordinate with Tier 2 and field teams, and document issues in the NMP and ticketing system, with a customer-focused mindset and readiness to learn Ericsson Private 5G processes. English and Spanish fluency required.