About this opportunity
We're looking for a Support Coordinator to join our Help Desk. The team provides 24/7 support coordination and serves as the first point of contact for our customers (mobile network operators) during emergency situations through dedicated hotlines. The role is primarily administrative and coordination-focused, ensuring the right technical teams are engaged, informed, and supported to meet contractual SLAs.
As a Support Coordinator, you will work in a rotational shift model within a hybrid and geographically distributed setup, coordinating customer incidents and requests across multiple time zones and organizations. You will manage communication flows, track operational activities, and support continuous improvement of our tools and processes.
What you will do
- Work according to a 24/7 rotational shift schedule, ensuring continuous Help Desk coverage.
- Act as the first point of contact for emergency calls from more than 60 mobile operators across Europe, the Middle East, and Africa.
- Coordinate and engage global technical support teams for emergencies and high-priority cases.
- Send notifications, emails, and SMS messages to internal and external stakeholders regarding emergencies and critical cases.
- Handle a variety of administrative tasks assigned by management or requested by customers in line with Support & Repair processes.
- Maintain and update operational trackers with all handled tasks and activities.
- Prepare, distribute, and when required, present performance and operational reports, including complex reports in Microsoft Excel.
- Support order management for hardware repairs, including parts allocation, order status updates, shipment follow-up, and delivery tracking.
- Contribute to the development and deployment of tools that enhance day-to-day operations within the customer support organization.
- Proactively identify and communicate risks, issues, and improvement opportunities that may impact business performance or daily operations.
- Take on additional responsibilities as assigned based on evolving business needs.
You will bring
- BSc in Telecommunications or equivalent.
- 1-2 years of experience
- Good understanding of telecom network architecture, call flows, and IP networking.
- Fluency in English, both spoken and written.
- Strong communication, presentation, and stakeholder management skills.
- French language skills are considered an advantage.
- Telecom operations experience (e.g., NOC, SOC, or NMC environments) is preferred.
- Experience working in process-driven, SLA-based environments is an advantage.
- Strong proficiency in Microsoft Office applications, particularly Excel and PowerPoint.
- Experience with Microsoft Power Apps, Power BI, Tableau, AI-based tools, or similar technologies is a plus.
- Willingness to work in a 24/7 rotational shift environment and perform effectively under pressure.
- High level of ownership, reliability, and attention to detail.
- Strong teamwork and collaboration skills, with the ability to coordinate effectively across multiple technical teams and stakeholders across the EMEA Market Area.
- High adaptability and flexibility, with the ability to quickly adjust to changing situations and priorities.
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: Egypt (EG) || Cairo
Req ID: 791503
Skills Required
- Bachelor of Science degree in Telecommunications or equivalent
- 1–2 years of professional experience
- Understanding of telecommunications network architecture, call flows, and IP networking
- Fluency in spoken and written English
- Strong communication, presentation, and stakeholder management skills
- Strong proficiency in Microsoft Office, particularly Excel and PowerPoint
- Willingness to work in a 24/7 rotational shift environment and perform under pressure
- Ownership, reliability, attention to detail, teamwork, adaptability, and flexibility
- French language skills
- Telecom operations experience in NOC, SOC, or NMC environments
- Experience in process-driven, SLA-based environments
- Experience with Microsoft Power Apps, Power BI, Tableau, AI-based tools, or similar technologies
What the Team is Saying
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Ericsson Compensation & Benefits Highlights
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Healthcare Strength — U.S. job postings describe multiple medical plan options (including PPO and HSA‑eligible HDHP) plus dental and vision, aligning with a comprehensive medical suite. Corporate materials also emphasize wellbeing resources and EAP support.
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Retirement Support — Company communications and U.S. materials reference market‑competitive retirement benefits, including a 401(k) with automatic employer contributions and additional matching. Investor and benefits materials signal a structured approach to total rewards that includes long‑term savings programs.
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Parental & Family Support — U.S. and EWS guides and postings highlight paid maternity and parental/adoption leave at full pay, alongside structured short‑term disability at full pay for defined weeks by tenure. These programs are positioned as part of a family‑friendly, work‑life‑balance offering.
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.
