Support Coordinator

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About this opportunity
We're looking for a Support Coordinator to join our Help Desk. The team provides 24/7 support coordination and serves as the first point of contact for our customers (mobile network operators) during emergency situations through dedicated hotlines. The role is primarily administrative and coordination-focused, ensuring 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 a hybrid and geographically distributed 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 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.

You will bring

• 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.
• 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.
• 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.

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: 791503