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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 themselves 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 tasks as assigned.
- Share new solutions with the group as part of “Sharing Best Practices”.

Activities / Responsibilities





- Document all incidents and service requests 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 onboarding of new users.
- Coordinate with team members in identifying new solutions for existing and unresolved issues.
- Follow all defined processes religiously and raise feedback and suggestions to the appropriate stakeholders.
- Report all issues that need attention from the ticketing system.
- Willing to work in shifts in a 24/7 support team.

Ericsson is proud to be an Equal Opportunity Employer.

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📌 Service Support Specialist (Santiago de Querétaro)
🏢 Ericsson
📍 Santiago de Querétaro