Service Support Specialist

Ericsson; Shah Alam; On-site; MYR 50,000 - 85,000; Full time

Benefits offered by this job

Dental Eye care

maternity reimbursement

mobile subsidy

Medical

Job summary

Ericsson is seeking a Service Support Specialist in Malaysia to organize and oversee proactive and reactive maintenance, ensuring SLA adherence. The role covers incident management, helpdesk coordination, and field dispatch, with focus on rapid resolution and customer satisfaction.

The position involves managing work orders, spare parts logistics, and status updates, enabling efficient field operations and service delivery for clients.

Qualifications

• Experience in incident management within a service delivery environment.
• Familiarity with ITIL processes and incident handling.
• Proven ability to coordinate multiple stakeholders and communicate effectively.

Responsibilities

• Coordinate and manage 'Customer Problem Management', 'Helpdesk', and 'Field Dispatch'.
• Communicate efficiently with the Customer Care Centre to resolve issues to the customers' satisfaction.
• Assign and manage work orders for field personnel, facilitating optimal utilisation and productivity.
• Initiate and drive customer incident management, assisting in the resolution process.
• Track and manage customer incidents and problems, providing regular status updates.
• Handle logistics for spare part coordination, from locating to updating work orders with information.

Skills

Incident management

Contact Centre

Incident Management Support

MS TOP

Spare part handling

Work Order

Communication

Remote Site Access Control

1st level Incident Management

Call Centers

ITIL Framework

Site Security

Tools

MS TOP

ITIL Tools

Job description

Join our committed team at Ericsson as a Service Support Specialist. This engaging role centres on the organisation, management, and completion of proactive and reactive maintenance activities. It is a significant position that ensures services provided to our clients are consistently available and adhere to Service Level Agreement (SLA) performance standards.

About this opportunity:

Join our committed team at Ericsson as a Service Support Specialist. This engaging role centres on the organisation, management, and completion of proactive and reactive maintenance activities. It is a significant position that ensures services provided to our clients are consistently available and adhere to Service Level Agreement (SLA) performance standards.

What you will do:

• Coordinate and manage 'Customer Problem Management', 'Helpdesk', and 'Field Dispatch'.
• Communicate efficiently with the Customer Care Centre to resolve issues to the customers' satisfaction.
• Assign and manage work orders for field personnel, facilitating optimal utilisation and productivity.
• Initiate and drive customer incident management, assisting in the resolution process.
• Track and manage customer incidents and problems, providing regular status updates.
• Handle logistics for spare part coordination, from locating to updating work orders with information.

The skills you bring:

• Incident management.
• Contact Centre (Business).
• Incident Management Support.
• MS TOP.
• Spare part handling.
• Work Order.
• Communication.
• Remote Site Access Control.
• 1st level Incident Management.
• Call Centers.
• ITIL Framework.
• Site Security.

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:

Malaysia (MY) || Shah Alam

Unlock job insights

Hirer responsiveness Salary match Number of applicants

Telecommunications & Internet Service Providers 101-1,000 employees

Ericsson is a world-leading provider of telecommunications equipment & services to mobile & fixed network operators. Over 1,000 networks in more than 180 countries use Ericsson equipment, & more than 40 percent of the world's mobile traffic passes through Ericsson networks. Using innovation to empower people, business & society, we are working towards the Networked Society, in which everything that can benefit from a connection will have one. At Ericsson, we apply our innovation to market-based solutions that empower people & society to help shape a more sustainable world.

We are truly a global company, working across borders in 175 countries, offering a diverse, performance-driven culture & an innovative & engaging environment where employees enhance their potential every day. Our employees live our vision, core values & guiding principles. They share a passion to win & a high responsiveness to customer needs that in turn makes us a desirable partner to our clients. To ensure professional growth, Ericsson offers a stimulating work experience, continuous learning & growth opportunities that allow you to acquire the knowledge & skills necessary to reach your career goals.

History

Ericsson is the world's leading provider of technology and services to telecom operators. Ericsson is the leader in 2G, 3G and 4G mobile technologies, and provides support for networks with over 2 billion subscribers and has the leading position in managed services. The company's portfolio comprises mobile and fixed network infrastructure, telecom services, software, broadband and multimedia solutions for operators, enterprises and the media industry.

Ericsson is advancing its vision of being the "prime driver in an all-communicating world" through innovation, technology, and sustainable business solutions. Working in 180 countries, more than 90,000 employees generated revenue of SEK 203.3 billion (USD 28.2 billion) in 2010. Founded in 1876 with the headquarters in Stockholm, Sweden, Ericsson is listed on NASDAQ OMX, Stockholm and NASDAQ New York.

Ericsson is a world-leading provider of telecommunications equipment & services to mobile & fixed network operators. Over 1,000 networks in more than 180 countries use Ericsson equipment, & more than 40 percent of the world's mobile traffic passes through Ericsson networks. Using innovation to empower people, business & society, we are working towards the Networked Society, in which everything that can benefit from a connection will have one. At Ericsson, we apply our innovation to market-based solutions that empower people & society to help shape a more sustainable world.

We are truly a global company, working across borders in 175 countries, offering a diverse, performance-driven culture & an innovative & engaging environment where employees enhance their potential every day. Our employees live our vision, core values & guiding principles. They share a passion to win & a high responsiveness to customer needs that in turn makes us a desirable partner to our clients. To ensure professional growth, Ericsson offers a stimulating work experience, continuous learning & growth opportunities that allow you to acquire the knowledge & skills necessary to reach your career goals.

History

Ericsson is the world's leading provider of technology and services to telecom operators. Ericsson is the leader in 2G, 3G and 4G mobile technologies, and provides support for networks with over 2 billion subscribers and has the leading position in managed services. The company's portfolio comprises mobile and fixed network infrastructure, telecom services, software, broadband and multimedia solutions for operators, enterprises and the media industry.

Ericsson is advancing its vision of being the "prime driver in an all-communicating world" through innovation, technology, and sustainable business solutions. Working in 180 countries, more than 90,000 employees generated revenue of SEK 203.3 billion (USD 28.2 billion) in 2010. Founded in 1876 with the headquarters in Stockholm, Sweden, Ericsson is listed on NASDAQ OMX, Stockholm and NASDAQ New York.

Perks and benefits

• Dental Eye care
• maternity reimbursement
• mobile subsidy
• Medical

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