About this opportunity:
The Help Desk team is a 24/7 support coordination function and the first point of contact for our customers (mobile network operators) in emergency situations via dedicated hotlines. The role is primarily administrative and coordination-focused, ensuring that 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 an hybrid ( 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 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 hot 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, send and, when needed, present performance and operational reports, including complex reports in Microsoft Excel.
- Support order management for hardware repairs, including parts allocation, order status updates in systems, shipment follow-up and delivery data handling.
- Contribute to tools development and deployment that enhance day-to-day operations in the customer support organization.
- Proactively speak up on risks, issues or improvement ideas that may impact business performance or daily operations.
Take on additional responsibilities as assigned based on evolving business needs
The skills you bring:
- Bachelor's degree in Communications Engineering (or closely related telecom/communications discipline).
- Good knowledge of telecom network architecture, call flows and IP networking.
- Fluency in English (spoken and written) is a must.
- Strong communication and presentation skills.
- French language skills are a plus.
- Telecom operations experience (e.g. NOC/SOC/NMC) is preferred.
- Experience working in process-driven, SLA-based environments is an advantage.
- Strong command of Microsoft Office, especially Excel and PowerPoint (required).
- Experience with Microsoft Power Apps, Power BI, Tableau or similar tools AI-based is a plus.
- Willingness to work 24/7 rotational shifts and perform under pressure.
- High level of ownership, reliability and attention to detail in administrative and coordination tasks.
- Strong teamwork and collaboration skills, with the ability to coordinate effectively across multiple technical teams and stakeholders distributed across the EMEA Market Area.
- Ability and flexibility to quickly adapt to changing situations
- 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: 785469
Skills Required
- Bachelor's degree in Communications Engineering or closely related telecom/communications discipline
- Good knowledge of telecom network architecture, call flows and IP networking
- Fluency in English (spoken and written)
- Strong communication and presentation skills
- French language skills
- Telecom operations experience (e.g., NOC/SOC/NMC)
- Experience working in process-driven, SLA-based environments
- Strong command of Microsoft Office, especially Excel and PowerPoint
- Experience with Microsoft Power Apps, Power BI, Tableau or similar tools
- Willingness to work 24/7 rotational shifts and perform under pressure
- High level of ownership, reliability and attention to detail
- Strong teamwork and collaboration skills, ability to coordinate across distributed teams
- Ability and flexibility to quickly adapt to changing situations and priorities
What the Team is Saying
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Ericsson Compensation & Benefits Highlights
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Healthcare Strength — Comprehensive medical, dental, vision, and mental‑health options are positioned as core benefits with multiple plan choices in key markets. Official materials explicitly emphasize healthcare breadth as part of “Life at Ericsson.”
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Retirement Support — 401(k) with employer matching in the U.S., pensions in some regions, and broad access to an ESPP indicate strong long‑term financial support. Company filings and AGM materials describe share programs and post‑employment benefits as ongoing pillars of the package.
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Leave & Time Off Breadth — Paid time off, sick leave, holidays, and paid volunteer time are highlighted alongside generous parental leave in various locations. Time‑off entitlements are presented as a strong component of the total rewards 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.
