The Service Desk-Engineer is a technical support role whose main 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-Desk Engineer is responsible for tracking and resolving all assigned support requests through effective decision making and problem solving skills.
The successful job applicant will present himself/herself in a very professional, competent manner, be highly organized, and possess good communication and interpersonal skills. The Service-Desk-Engineer is expected to provide these services with a high level of technical competency and independence, demonstrating experience and ability in multiple disciplines within IT.
What you will do
Receive, handle and record requests receiving either by phone, mail or Tickets!
Probe the users to identify the actual root cause of the issue and trouble-shoot it with all available resources!
Forward technical support issues that cannot be addressed by the Service Desk to the-appropriate technician (Level 2 or Critical issue Team).
Trouble-shoot and resolve end-user IT, Tools, Network and connectivity, software related problems, including all issues which fall under the scope of support for EGI.
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”
Work the line-manager during Year review of targets and participate in group and 1 on 1 discussion with the Line manager.
Ensure that all detailed required (including Mandatory fields) for the issue are documented in the Ticket-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.
Document internal procedures and Assist with on boarding of new users
Co-ordinate with team members in identifying new solutions for existing and unresolved issues.
Report all issues that needs attention from the Ticketing system.
Willing to work in shifts in a 24/7 support team
You will bring
Outstanding interpersonal and communication skills in English
Enthusiasm for providing outstanding customer service
Ability to work calmly under pressure, multitask and prioritize
Perseverance to solve technical problems with end users of varying technical curiosities
Creativity & Problem Solving, Out of the box thinking
Team Building Practices, Principles and Issues
Excellent knowledge of Microsoft Office
Technical Required
Microsoft Active Directory knowledge and Strong Networking Knowledge
Microsoft Windows XP/7/8/Vista Knowledge and Microsoft Windows Server 2003 Knowledge
Experience in the following technologies would be considered a strong asset:
Citrix Certification (CCA Certified) || Microsoft, VMware and Linux
CCNA Certified || ITIL v3 Certified (Desired)
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 never seen before solutions 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 nurture 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 and Affirmative Action employer, learn more.
Primary country and city: India (IN) || India : Karnataka : Bangalore
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