End User Support Specialist

User On Prem IT support:

• Desktop, laptop, and peripheral basic troubleshooting (Windows, macOS, Linux OS, printers, mobile phones etc.)

• Provisioning and deprovisioning of corporate devices (laptops, phones)

• Replace broken devices with temporary devices in accordance with Ericsson’s processes

• Provide technical guidance to end users for day-to-day IT issues within the office environment

• Coordinate with L2 teams when troubleshooting (examples L2 : end user computing team, EMM...).

Office IT Infrastructure Support:

• Perform on office infra basic troubleshooting, installation, or maintenance for EIT services(printing, connectivity, platform, voice )

• Install, test, and remove basic network devices such as switches, routers, and access points - this includes Support for Site/CORE Equipment inside office example but not limited : Out of band, FW, NAC, DNS, Secnet

• Network connectivity basic troubleshooting (example : Wi-Fi, LAN)

• On prem support for smart metering as well as other real estate solutions within office environments, including smart office sensors, smart metering and digital signage .

• Basic tasks for PABXs where applicable in coordination with L2 teams

• Print equipment receipt, install, and test the printer.

• AV equipment receipt, testing, and basic troubleshooting in coordination with remote AV support

• Workplace monitor deployment, testing, and logistics handling

• Provide support to remote Level 2 teams by troubleshooting and configuring local office infrastructure equipment in accordance with established instructions.

• Onsite assistance during scheduled maintenance or escalations (as coordinated by Ericsson)

• Coordinate with vendors or local service providers for repairs and equipment replacements as needed.

• Maintain accurate records of incidents and resolutions to ensure effective knowledge sharing within the team.

• Escort 3rd party providers to Ericsson local data room (local network provider, global print provider/partner, global video provider/partner…)

• Assist during internal/external audits & SOX and other compliance

*Asset Management: *

• Receive, unbox, and register devices in the hardware asset management system in accordance with Ericsson procedures

• Tag /Label assets following Ericsson’s guidelines

• Test devices upon arrival & store securely in Ericsson-provided facilities (may include mounting /demounting in racks).

• Image in stock devices with latest approved OS images

• Update records regularly to maintain accurate inventory information.

• Perform periodic audits of hardware assets to ensure compliance with Ericsson’s asset management policies following Ericsson’s instructions. Provide timely reports on asset status to relevant stakeholders as required.

• Wipe devices and arrange for their disposal in accordance with Ericsson’s approved Disposal Process (including Inform the asset owner and provide certificate evidence as required).

• Arrange temporary laptop loans from local stock.

• Coordinate warranty repairs

• Clean/check devices before redeployment

• Offsite Tape management coordination with 3rd party supplier (where applicable)

• Assist during internal/external audits & SOX & other compliances

Project Based Site Support:

• Support for office moves, equipment relocations, or hardware refresh projects

• Assist local business events such as AEMs, demos (demand based)