Logo of Huzzle

IT Support Specialist

image

Ericsson

6d ago

  • Job
    Full-time
    Junior, Mid & Senior Level
  • Customer Relations
    IT & Cybersecurity
  • Bangalore
    Remote

AI generated summary

  • You should have experience with Windows OS, networking, mobile device management, Microsoft 365, and strong customer support skills. Excellent communication and problem-solving abilities are essential.
  • You will provide IT support, resolve user queries, maintain systems, install hardware/software, log tickets, train users, and improve procedures while ensuring optimal performance and user satisfaction.

Requirements

  • Experience working with Microsoft Windows Operating Systems
  • Knowledgeable in additional OS such as MacOS and Linux is a plus
  • Experience with networking (LAN, WLAN and WAN) concepts and technologies
  • Knowledgeable in managing iOS and Android devices.
  • Experience with Microsoft Office 365 (Outlook, Skype, TEAMS, etc.)
  • Client Facing Skills (friendly, approachable, calm under fire and patient)
  • Proven experience as a help desk technician or other customer support role
  • Excellent teamwork, time-management and organizational skills
  • Ability to diagnose and resolve technical issues
  • Excellent communication skills

Responsibilities

  • Provide technical assistance and support for ICT systems, software, and hardware.
  • Develop training manuals and other technical documentation
  • Respond to queries over the phone, chat or web tickets
  • Log tickets for incidents and service requests on behalf of IT users
  • Train users.
  • Maintain optimal performance of computer systems.
  • Install, modify and repair computer hardware, software and accessories
  • Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), Telephony and other systems.
  • Follow up with users on status, feedback and to ensure issues have been resolved.
  • Support users seeking technical assistance in person, over the phone, on chat or email.
  • Direct unresolved issues to the next level of support personnel.
  • Provide accurate information on IT products or services.
  • Record events and problems and their resolution in logs and contribute to knowledge base articles.
  • Pass on any feedback or suggestions by users to the appropriate internal team.
  • Identify and suggest possible improvements for procedures and ways of working.
  • If necessary, log tickets for incidents and service requests on behalf of IT users
  • Proactively identify issues and resolve before they become an incident
  • Follow up with users on status, feedback and to ensure issues have been resolved
  • Attend user experience information sessions and ensure best practice is roll-out locally
  • Support meeting room solutions including audio visuals and wall panels

FAQs

What is the main responsibility of an IT Support Specialist at Ericsson?

The main responsibility of an IT Support Specialist is to provide onsite and remote technical assistance and support related to computer systems, hardware, or software, including responding to queries, running diagnostic programs, and isolating problems to determine and implement solutions.

What types of queries will the IT Support Specialist respond to?

The IT Support Specialist will respond to queries related to ICT systems, software, and hardware, through various channels such as phone, chat, and web tickets.

What experience is required for this position?

Experience working with Microsoft Windows Operating Systems is required, along with knowledge of additional OS such as MacOS and Linux, networking concepts, and managing iOS and Android devices.

Are training and documentation part of the role?

Yes, the IT Support Specialist is responsible for developing training manuals and other technical documentation.

What skills are important for this job?

Important skills include client-facing skills, ability to diagnose and resolve technical issues, excellent communication skills, teamwork, time-management, and organizational skills.

How should the IT Support Specialist handle unresolved issues?

The IT Support Specialist should direct unresolved issues to the next level of support personnel.

What should be done if a user requires technical assistance?

The IT Support Specialist should provide support to users seeking technical assistance in person, over the phone, on chat, or email.

How are incidents and service requests logged?

The IT Support Specialist will log tickets for incidents and service requests on behalf of IT users, if necessary.

What approach does Ericsson take towards diversity and inclusion?

Ericsson encourages a diverse and inclusive organization and believes that collaborating with people from various backgrounds drives innovation and supports future growth.

Does Ericsson have an Equal Opportunity Employment policy?

Yes, Ericsson is proud to be an Equal Opportunity Employer, encouraging individuals from all backgrounds to apply and realize their full potential as part of the team.

Technology
Industry
10,001+
Employees
1876
Founded Year

Mission & Purpose

Our purpose To create connections that make the unimaginable possible. Our vision A world where limitless connectivity improves lives, redefines business and pioneers a sustainable future. Our values Perseverance, professionalism, respect and integrity. The future is a place for purpose & vision – ours are clear, and we invite partners, customers and consumers to join us in our journey.