Desktop Support Technician

Service Area High Level Scope Sub Scope LSS - Local Site Support 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 Client)

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)

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