Operations Agent Jr

About This opportunity
Would you like to be part of a great distributed team?. The Service support specialist is a 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 specialist is in charge of 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 good communication and social skills. The specialist will be expected to provide these services with independence, demonstrating experience and ability in multiple disciplines within IT.

What will you do.
-We will be 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?!
-We will document all Incidents & Service Request in the Ticketing System with appropriate details of the user. Provide support and resolve problems to the end user?s satisfaction
-We ensure that all detailed required for the issue are documented in Ticketing system. Work with the Internal Teams to ensure that the users? issues are fixed in a timely manner.
-We will be very proactive 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
-We are going to Document internal procedures, assist with on boarding of new users, coordinate with team members in identifying new solutions for existing and unresolved issues.
-We will report all issues that needs attention from the System, and we are· willing to work in shifts in a 24/7 support team

You will bring
-Education: High School or academic degree equivalent experience in Administration and Engineering
-Minimum One year working experience in Help Desk
-Stakeholder engagement, ability to work with teams, to communicate in the customer?s preferred and Ericsson corporate language, as well as respect for others
-Proficient in English, with strong business interpersonal skills
-Availability to shift role in Queretaro, Mexico