Engineer - SD A&P Service Desk

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At Ericsson, you can be a game changer! Because working here isn't just a deal. It's a big deal. This means that you get to leverage our 140+ years of experience and the expertise of more than 95,000 diverse colleagues worldwide. As part of our team, you will help solve some of society's most complicated challenges, enabling you to be 'the person that did that.' We've never had a greater opportunity to inspire change; setting the bar for technology to be inclusive and accessible; empowering an intelligent, sustainable, and connected world.
Job Summary
This job role is responsible for the coordination, support, management, and execution of reactive maintenance activities to ensure that services provided to customers are continuously available and performing to Service Level Agreement (SLA) performance levels. We are looking for individuals who have the following skillset:
Responsibility:

• Support logs, categorizes, prioritizes, tracks, and routes (i) incidents reported by users or (ii) alarms raised by monitoring tools.
• Respond to requests quickly and effectively via phone, chat, or email as per SLA defined in the process.
• Ensure that all detailed required (including Mandatory fields) for the issues are documented in the Ticketing system.
• L1 troubleshooting and provide support, resolve problems for the end user's satisfaction as per SOP.
• Track tickets till resolution. Monitor the progress of escalated tickets.
• Engaging Incident Management to initiate Service restoration Team call (P1&P2 only)
• Work with the Internal support teams to ensure that the users' issues are fixed in a timely manner.
• Co-ordinate with team members, L2 ops in identifying new solutions for existing and unresolved issues.
• Flexible to Work in Rotational shifts, 24/7 support.
• IT Infrastructure and Applications, Capacity Monitoring with Zabbix Core, User support.
• Experience on Licenses/Certificates Monitoring & Renewal
• Experience of system admin, Data backup, restore & retention
• Assist with password resets, software installations, and basic system configuration.
• Perform routine system and network monitoring using tools.
• Basic knowledge of operating systems. Understanding of networking basics.

Additional Requirements

• Enthusiasm for providing outstanding customer service.
• Strong decision making and problem-solving skills.
• Ability to work calmly under pressure.
• Ability to work independently and within a team environment.
• Highly organized, detail oriented and self-motivating.
• Creativity and Problem Solving, out of the box thinking.
• Able to work with many tasks simultaneously and keep track of it.
• Excellent knowledge of Microsoft Office, ITSM ticketing tool.

Key Qualifications:
Education: MBA/B.E/ BTech or Graduate in Computer Science or Equivalent
Minimum years of relevant experience: 2 Years +
Location - Noida, India
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: India (IN) || Noida
Req ID: 781140