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Engineer - SD A&P Service Desk

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Ericsson

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Location:
India , Noida

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

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.

Job 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
  • Assist with password resets, software installations, and basic system configuration
  • Perform routine system and network monitoring using tools

Requirements:

  • Education: MBA/B.E/ BTech or Graduate in Computer Science or Equivalent
  • Minimum years of relevant experience: 2 Years +
  • Experience on Licenses/Certificates Monitoring & Renewal
  • Experience of system admin, Data backup, restore & retention
  • Basic knowledge of operating systems
  • Understanding of networking basics
  • Excellent knowledge of Microsoft Office, ITSM ticketing tool

Nice to have:

  • 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

Additional Information:

Job Posted:
March 21, 2026

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