Support Coordinator

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About this opportunity:
The Help Desk team is a 24/7 support coordination function and the first point of contact for our customers (mobile network operators) in emergency situations via dedicated hotlines. The role is primarily administrative and coordination-focused, ensuring that the right technical teams are engaged, informed and supported to meet contractual SLAs.
As a Support Coordinator , you will work in a rotational shift model within an hybrid ( setup, coordinating customer incidents and requests across multiple time zones and organizations. You will manage communication flows, track operational activities and support continuous improvement of our tools and processes.
What you will do:

• 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 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 hot 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, send and, when needed, present performance and operational reports, including complex reports in Microsoft Excel.
• Support order management for hardware repairs, including parts allocation, order status updates in systems, shipment follow-up and delivery data handling.
• Contribute to tools development and deployment that enhance day-to-day operations in the customer support organization.
• Proactively speak up on risks, issues or improvement ideas that may impact business performance or daily operations.

Take on additional responsibilities as assigned based on evolving business needs
The skills you bring:

• Bachelor's degree in Communications Engineering (or closely related telecom/communications discipline).
• Good knowledge of telecom network architecture, call flows and IP networking.
• Fluency in English (spoken and written) is a must.
• Strong communication and presentation skills.
• French language skills are a plus.
• Telecom operations experience (e.g. NOC/SOC/NMC) is preferred.
• Experience working in process-driven, SLA-based environments is an advantage.
• Strong command of Microsoft Office, especially Excel and PowerPoint (required).
• Experience with Microsoft Power Apps, Power BI, Tableau or similar tools AI-based is a plus.
• Willingness to work 24/7 rotational shifts and perform under pressure.
• High level of ownership, reliability and attention to detail in administrative and coordination tasks.
• Strong teamwork and collaboration skills, with the ability to coordinate effectively across multiple technical teams and stakeholders distributed across the EMEA Market Area.
• Ability and flexibility to quickly adapt to changing situations
• High adaptability and flexibility, with the ability to quickly adjust to changing situations and priorities.

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: Egypt (EG) || Cairo
Req ID: 785469