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Ericsson
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Engineer-SDAP Service Desk

Engineer-SDAP Service Desk

Ericsson

0 - 5 years

2 - 7 Lacs

Noida

Posted:16 hours ago| Platform:

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Skills Required

Computer science Ticketing Service level zabbix Networking Operating systems Incident management Customer service Troubleshooting MS Office

Work Mode

Work from Office

Job Type

Full Time

Job Description

Grow with us

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

Primary country and city: India (IN) || Noida

Req ID: 769801

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Engineer-SDAP Service Desk