Role Definition
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
What happens once you apply? Click Here to find all you need to know about what our typical hiring process looks like.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. learn more.
Skills Required
- Strong communication and interpersonal skills
- Highly organized with attention to detail
- Experience and ability across multiple IT disciplines
- Experience using ticketing systems and documenting incidents/service requests
- Ability to triage, prioritize, and meet SLA commitments
- Problem solving and effective decision-making skills
- Ability to work independently and collaboratively in a team
- Willingness to work shifts in a 24/7 support environment
- Ability to document internal procedures and share best practices
- Assist with onboarding new users and coordinate with internal teams
What the Team is Saying
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Ericsson Compensation & Benefits Highlights
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Healthcare Strength — Healthcare coverage includes employer‑verified medical, dental, and vision plans, along with HSAs/FSAs and EAP/mental‑health support. Wellbeing initiatives are highlighted as part of Life at Ericsson.
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Retirement Support — Retirement programs include a 401(k) with company matching that is employer‑verified, with mentions of match levels varying by time and team and pension support in some regions. This is frequently cited as a solid pillar of the package.
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Parental & Family Support — Paid parental leave is described as competitive in many U.S. postings, with examples up to 16 weeks maternity and 6 weeks parental/adoption at 100% pay. Family‑friendly policies and return‑to‑work support are also called out.
Ericsson Insights
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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Ericsson Offices
Hybrid Workspace
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.
