Service Support Specialist

Ericsson GmbH; Santiago de Querétaro; Presencial; MXN 240.000 - 360.000; Jornada completa

Descripción de la vacante

Ericsson GmbH in Mexico is seeking a Service Support Specialist for day-to-day end-user assistance in a 24/7 global IT service desk. You will receive, manage and record requests, collaborate with internal teams and ensure issues are resolved promptly to meet SLA targets.

The role emphasizes professionalism, strong communication, and the ability to work shifts in a dynamic telecom environment. Ericsson promotes equal opportunity and diversity within its team.

Formación

• Receive, manage and record requests via phone, email or tickets.
• Work in a team to provide support to colleagues as required.
• Willing to work in shifts in a 24/7 support team.

Responsabilidades

• Document Incidents & Service Requests in the Ticketing System with user details.
• Ensure all required fields for issues are captured in the system.
• Coordinate with internal teams to fix user issues promptly.
• Provide support and resolve problems to end-user satisfaction.
• Monitor tickets and prioritize based on SLA and queue status.
• Onboard new users and share best practices with the group.

Conocimientos

Ticketing system

Customer service

Team collaboration

Herramientas

Ticketing System

Descripción del empleo

Join our Team

The Service support specialist is a support role whose primary responsibility is to provide day to day support to end users. This is a Telecom/ICT Service Desk role, interacting with people of all levels in Ericsson (and their Customers) offices across the globe. The Service support specialist is responsible for tracking all assigned support requests through effective decision making and problem solving skills.

The successful job applicant will present himself/herself in an extremely professional, competent manner, be highly organized, and possess strong communication and interpersonal skills. The Service support specialist is expected to provide these services with independence, demonstrating experience and ability in multiple disciplines within IT.

Job Profile / Roles

• Receive, manage and record requests receiving either by phone, mail or Tickets.
• Work as a team member, providing support to colleagues as and when required.
• Able to react to change productively and handle other essential task as assigned.
• Share new solutions with the group as part of “Sharing Best Practices”

Activities / Responsibilities

• Document all Incidents & Service Request in the Ticketing System with appropriate details of the user.
• Ensure that all detailed required (including Mandatory fields) for the issue are documented in the Ticketing system.
• Work with the Internal Teams to ensure that the users’ issues are fixed in a timely manner.
• Provide support and resolve problems to the end user’s satisfaction
• Monitor and respond quickly and effectively to requests received as per the SLA defined in the process.
• Monitor Service Desk for tickets assigned to the queue and process first - in first - out based on priority
• Document internal procedures
• Assist with on boarding of new users
• Co-ordinate with team members in identifying new solutions for existing and unresolved issues.
• Follow all defined process religiously and raise feedback and suggestions to the appropriate stakeholders
• Report all issues that needs attention from the Ticketing system.
• Willing to work in shifts in a 24/7 support team

We encourage you to consider applying to jobs where you might not meet all the criteria. We recognize that we all have transferrable skills, and we can support you with the skills that you need to develop.Encouraging a diverse and inclusive organization is core to our values at Ericsson, that's why we champion it in everything we do. We truly believe that by collaborating with people with different experiences we drive innovation, which is essential for our future growth. We encourage people from all backgrounds to apply and realize their full potential as part of our Ericsson team. Ericsson is proud to be an Equal Opportunity Employer.