Purpose of the role
The Domain Support Specialist role is responsible for the technical capability in Automated Operations running of Services. This includes diagnosis, fast domain support, routine resource fulfillment, (on site) technical support, the coordination, management and execution of proactive and reactive maintenance activities. Focus on the allocation, implementation, configuration, activation and testing of specific services or resources.
Key Responsibilities
• Responsible to act as the escalation point for activities demanding a level of technical expertise as a capability hosted in Automated Operations.• Actively monitor ticket queues to ensure timely response to tickets. Out of business hours, Domain Support Specialist is triggered on the on call phone by Automated Operations.• The role is focused on improvement of automated recovery, and offers escalation support for Service surveillance and (on-site) service.• Responsible to ensure that the services provided to customers are continuously available and performing to Service Level Agreement (SLA) performance levels.• Responsible to perform analysis to proactively detect possible failures. This shall ensure incident restoration and repair as a result of its own analysis or when prompted by MS Automated Operations processes.• Perform Change Introduction impact analysis, 1st Level Preventive Maintenance Definition & Coordination and Perform Routine Maintenance (Selected Systems) and access database audit• System Administration responsibilities: Database Maintenance, Application corrective and conditioning tasks Execution or Coordination, Support Server / Applications Interconnections, User Access management and user reconciliation• Service Resource Fulfilment activities: Change Introduction impact analysis Support for basic CM Activities, New or Enhanced Service & Resource Acceptance, Fulfilment WO Post-implementation support, Change Execution for basic CM activities• Support Problem Management of customer offerings: Problem Recording, Problem Investigation & Diagnosis, Work-around proposals, Problem Solution proposal, Proactive Problem Identification, Supplier/Partner Problem Interaction
Authority
• Access to all necessary information to carry out the assigned responsibilities effectively and in-line with company directives
Candidate Prerequisites (experience expected)
Qualification and Industry Experience
• Qualifications: Degree in Engineering preferably, in Electronics, Computer science, Telecommunication or equivalent• Required Experience: Similar role as support and monitoring activities in 5G or LTE elements.
Technical competencies
• Understanding of Network Architecture in technologies of 4G & 5G• Mobile Telecommunications knowledge with telephony switching principles, transport networks, access networks, traffic concept, telecommunication networks & signaling, voice and data flows, value Added services• KPI Analysis • Analytical and synthesis capabilities • Solid knowledge of operation and troubleshooting of multivendor telecommunication equipment's • Understand Machine Learning, Artificial Intelligence & Cloud technologies• Working knowledge of Scripting• Core and access network performance / configuration parameters and their interpretation and usage. • Business understanding• MS EOE Processes knowledge• Accurate Incident & SLA performance. • Root Cause Analysis (RCA) & problem/ incident Management• Automation & toil reduction
Behavior and Skills
• Language skills: fluent in English• Functional Skills: Understanding of Processes, stakeholder management,• Communication Skills: Interpersonal communication, actively contributing knowledge, experiences, and skills to create a learning culture. • Values and behaviors: Pro-active, able to work under pressure, Result oriented, Flexible and responsive to changing work patterns and demands, A thorough and methodical approach to work• Delivering Results & Meeting Customer Expectations
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.
What happens once you apply? Click Here to find all you need to know about what our typical hiring process looks like.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
Req ID: 785695
Skills Required
- Degree in Engineering, preferably in Electronics, Computer Science, or Telecommunication
- Experience in a support role for monitoring activities in 5G or LTE
- Understanding of Network Architecture in 4G & 5G technologies
- Knowledge of mobile telecommunications and troubleshooting of multivendor equipment
- Fluency in English
What the Team is Saying
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What We Do
Ericsson builds the digital connectivity the world relies on. Our technology underpins the mobile networks, platforms, and systems that billions of people, businesses, and societies depend on every day. We are a global leader in communications technology, delivering mobile network infrastructure, cloud software, and wireless connectivity solutions for service providers and enterprises worldwide. Our networks support connectivity across 180+ countries, helping power everyday communication as well as critical digital services at global scale. Connectivity has evolved far beyond consumer mobile use. Today, nearly 80% of the world’s population accesses the internet via mobile networks, and Ericsson is helping shape what comes next. We are advancing 5G and 5G Advanced, developing network APIs that open connectivity to the global developer ecosystem, and applying automation and AI to make networks more intelligent, efficient, and resilient. Ericsson was the first company to launch live 5G networks on five continents, and our 5G platform is now commercially live in 150+ networks across 60+ countries. We also support more than 36,000 enterprise customers, enabling secure, high-performance connectivity for industries such as manufacturing, aviation, logistics, utilities, and public safety, where reliability and performance are mission critical. Innovation is central to how we work. Ericsson has approximately 28,000 employees in research and development, backed by one of the strongest intellectual property portfolios in the industry with 60,000+ granted patents. Our engineers, researchers, and technologists work across 100+ global R&D sites, helping define how networks evolve and how digital infrastructure is built for the long term. As the world moves toward a mobile-first, AI-powered, and cloud-driven future, connectivity becomes the foundation for digital transformation across every industry. Ericsson is building that foundation, shaping the future of digital connectivity through technology that operates at global scale and supports real-world impact, today and for what comes next.
Why Work With Us
Ericsson is a place for people who want to work on technology that powers everyday life. You’ll contribute to large-scale systems used every day, tackle complex challenges in live environments, and keep developing your skills and career in your own vision.
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Employees engage in a combination of remote and on-site work.
Ericsson adopts a hybrid work model globally because we know balance matters. Sometimes things are better in real life. Other times we can be more productive at home. Our hybrid approach gives you the best of both worlds.
