Service Support Specialist - Telecommunications
Ericsson · Santiago de Querétaro
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About this opportunity
Join Ericsson’s Service Support organization as an Ericsson Private 5G (EP5G) Tier 1 Support Specialist. You’ll be a first point of contact for enterprise customers, helping monitor and support their private 4G and 5G networks and ensuring incidents and service requests are managed effectively from initial report through resolution.
In this customer-focused role, you’ll combine technical troubleshooting and proactive monitoring with incident management and coordination across Ericsson Tier 2 Support and field teams. You’ll gain exposure to enterprise 5G technology, network operations and service assurance in a dynamic environment.
What you’ll do
- Serve as the primary point of contact for enterprise customers with EP5G incidents, service requests and technical questions.
- Receive, assess and manage trouble reports, providing timely, meaningful updates on service restoration and repair activities.
- Proactively monitor EP5G network health and service status, identify potential issues, and initiate troubleshooting or escalation as appropriate.
- Perform first-level troubleshooting using established procedures, FAQs and knowledge-base articles to isolate common configuration, IT, connectivity and end-device issues.
- Use the EP5G Network Management Portal (NMP) and operational dashboards to monitor faults and support fault localization.
- Create, prioritize, document and manage support tickets throughout the incident lifecycle, capturing accurate technical details and troubleshooting evidence.
- Escalate complex or unresolved issues to Ericsson Tier 2 Support and participate in joint troubleshooting when needed.
- Coordinate and follow up on field activities and hardware support requests when on-site intervention is required.
- Support software update and upgrade scheduling, along with related lifecycle-management activities within the Tier 1 scope.
- Maintain clear customer communication throughout incidents, including high-priority cases, and contribute to effective escalation and crisis management.
- Document troubleshooting findings, resolutions and reusable operational knowledge to support knowledge-base development.
- Follow agreed service levels, ticket priorities, operational procedures and security requirements.
What you’ll bring
- A bachelor’s degree in Telecommunications, Computer Science, Electrical or Electronic Engineering, IT, or a related field.
- An understanding of 4G and 5G mobile network fundamentals; experience with private cellular networks or Ericsson Private 5G is an advantage.
- Knowledge of IP networking fundamentals, including TCP/IP, routing, VLANs, DNS, DHCP and VPN concepts.
- A basic understanding of RAN, Core Network and network-management concepts, with the ability to interpret alarms, events and network or service status.
- Experience or familiarity with Service Desk, NOC, technical support, incident management or network operations.
- An understanding of incident prioritization, SLAs/SLOs, service KPIs, ticket lifecycles and escalation processes.
- Strong troubleshooting and analytical skills, with a structured approach to fault isolation and problem solving.
- The ability to collect and document relevant technical evidence—including timestamps, alarms, error messages, screenshots, configuration details and reproduction steps—before escalating an issue.
- A customer-focused mindset and the ability to explain technical information clearly and provide consistent status updates.
- Strong collaboration skills and the ability to work effectively with customers, Tier 2 Support, field teams and other technical stakeholders.
- Strong verbal and written communication skills in English and Spanish.
- The ability to work independently, prioritize concurrent incidents and stay effective during service-impacting situations.
- A willingness to continuously learn and build expertise in Ericsson Private 5G, NMP and Tier 1 support processes.
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: 793176