Service Support Specialist Jr.

Ericsson; Santiago de Querétaro; Hybrid; MXN 156,000 - 223,000; Full time

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.

Skills

Customer support

English & Spanish

Teamwork

AI basics

Automation basics

Scripting basics

Education

Bachelor in Engineering, IT or related

Job description

Our Exciting Opportunity.

Join us as a Service Support Specialist. A junior position to be 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.

Join our Team

Join us as a Service Support Specialist. A junior position to be 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.

We are looking for a very professional candidate, with competent manners, highly organized, and strong communication and interpersonal skills. The Service support specialist is expected to provide these services with independence, demonstrating experience and ability in multiple fields within IT.

What You Will Do

• Receive, handle 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 tasks as assigned.
• Document all Incidents & Service Request in the Ticketing System with appropriate details of the user.
• 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 optimally 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
• Work in shifts in a 24/7 support team

You will bring

• 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.

Why join Ericsson?

At Ericsson, you’ll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what’s possible. To build solutions never seen before to some of the world’s toughest problems. You’ll be challenged, but you won’t be alone. You’ll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.

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. learn more.

Primary country and city:

Mexico (MX) || Queretaro