Support Coordinator

Logistics, Sales & Operations · Sales & Business Development · Customer Support · Sales Operations · Administrative Support

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In short

We are seeking a Support Coordinator to join our Help Desk team, responsible for 24/7 support coordination and acting as the primary contact for mobile network operators during emergencies. This role involves coordinating global technical teams, managing communications, and handling administrative tasks within a rotational shift and hybrid work model in Cairo, Egypt.

Responsibilities

Work according to a 24/7 rotational shift schedule, ensuring continuous Help Desk coverage.
Act as the first point of contact for emergency calls from more than 60 mobile operators across Europe, the Middle East, and Africa.
Coordinate and engage global technical support teams for emergencies and high-priority cases.
Send notifications, emails, and SMS messages to internal and external stakeholders regarding emergencies and critical cases.
Handle a variety of administrative tasks assigned by management or requested by customers in line with Support & Repair processes.
Maintain and update operational trackers with all handled tasks and activities.
Prepare, distribute, and when required, present performance and operational reports, including complex reports in Microsoft Excel.
Support order management for hardware repairs, including parts allocation, order status updates, shipment follow-up, and delivery tracking.
Contribute to the development and deployment of tools that enhance day-to-day operations within the customer support organization.
Proactively identify and communicate risks, issues, and improvement opportunities that may impact business performance or daily operations.
Take on additional responsibilities as assigned based on evolving business needs.

Requirements

BSc in Telecommunications or equivalent.
1-2 years of experience
Good understanding of telecom network architecture, call flows, and IP networking.
Fluency in English, both spoken and written.
Strong communication, presentation, and stakeholder management skills.
Willingness to work in a 24/7 rotational shift environment and perform effectively under pressure.
High level of ownership, reliability, and attention to detail.
Strong teamwork and collaboration skills, with the ability to coordinate effectively across multiple technical teams and stakeholders across the EMEA Market Area.
High adaptability and flexibility, with the ability to quickly adjust to changing situations and priorities.

Desired Qualifications

French language skills are considered an advantage.
Telecom operations experience (e.g., NOC, SOC, or NMC environments) is preferred.
Experience working in process-driven, SLA-based environments is an advantage.
Strong proficiency in Microsoft Office applications, particularly Excel and PowerPoint.
Experience with Microsoft Power Apps, Power BI, Tableau, AI-based tools, or similar technologies is a plus.

Benefits

Outstanding opportunity to use your skills and imagination to push the boundaries of what’s possible.
Challenging work with a team of diverse innovators.
Support for a diverse and inclusive organization; championing diversity in everything they do.
Encouragement for people from all backgrounds to apply and realize their full potential.

Skills

Microsoft ExcelMicrosoft PowerPointIP networkingPower AppsPower BITableau

#Support Coordinator#Help Desk#24/7 Support#Customer Service#Telecommunications#Mobile Network Operators#SLA Management#Administrative Tasks#Reporting#Hardware Repairs#Process Improvement#EMEA

About Ericsson

Pioneering technology for connecting billions of people worldwide

Our purpose \nTo create connections that make the unimaginable possible.\n\nOur vision\nA world where limitless connectivity improves lives, redefines business and pioneers a sustainable future.\n\nOur values\nPerseverance, professionalism, respect and integrity.\n\nThe future is a place for purpose & vision – ours are clear, and we invite partners, customers and consumers to join us in our journey. \n\nFor a brighter future. For all. Let's #ImaginePossible

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