• Answer and manage incoming support calls, serving as the main point of contact during your shift. • Respond to and resolve all assigned support tickets, including escalated issues. • Set up and troubleshoot networks and systems (Microsoft, Google, and Apple environments). • Configure and support Fortinet, Meraki, and other network devices. • Manage Office 365 and VOIP systems, including RingCentral. • Document processes and resolutions thoroughly. • Provide excellent customer service, ensuring clients feel supported even outside of standard business hours.

About this Opportunity Ericsson is looking for a Head of Enterprise Architecture within Service Line (SL) Business and Operations Systems (BOS) as a key leadership role part of BOS Delivery Excellence, responsible for leading enterprise architecture practice and End-to-End solution presales and delivery in MEMA. This role reports to the Head of SL BOS Delivery Excellence for MEMA and will be part of BOS Delivery Excellence Leadership team. What You Will Do: • Lead BOS End-to-End portfolio presales and solution delivery, managing end-to-end Solution & Enterprise Architects, and cross portfolio practicians.• Establish and lead enterprise architecture and design authority practices.• Senior People Manager of own unit and a senior Leader across matrixed organization extending to solution line professionals in other CU BOS, BOS solution lines and SD/SDU units.• Set Individual Performance and Development goals for members with regular check-ins.• Responsible for team dimensioning; and Cost Center Responsible to deliver over-Absorption target and required Utilization/Billability.• Accountable for the pre-sales and delivery of BOS solutions in the context of complex offerings and transformations including 3rd party products & solutions.• Plan lead and industrialize initiatives to augment Ericsson BOS offerings to create higher fit to customer needs and improve competitiveness.• Responsible for competence management and upskilling of their community to serve business needs.• Responsible to review and align delivery models; and secure the skillsets required to fulfill the delivery.• Drive a Knowledge Sharing and Asset building culture across their community. • Instill a culture of add-on sales and customer value maximization.• Drive the full onboarding of automation in collaboration with BOS automation champions and Product Management.• Lead product and integrated solutions escalations related to project issues and portfolio roadmap issues in collaboration with Business Development & Portfolio. • Single Point of Accountability/Escalation for End-to-End and multi-component OSS and BSS solutions and delivery readiness perspectives. What You Will Bring: • 12+ years of experience in telecom industry with leadership track record in OSS & BSS transformations with focus on both pre-sales and program delivery. • University degree in ICT/Engineering. A graduate degree such as an MBA is a plus. • Strong People Manager track record leading Senior Team members and leading Leaders.• Enterprise Architecture & Framework Mastery (TOGAF, TMForum: eTOM, ODA, OpenAI, SID, TAM)• Advanced experience with o Cloud-Native & Platform Architecture. o Security, Privacy & Compliance Architecture. / o AI and automation strategy o Data Management & Analytics o Integration & API Ecosystem o Agile, DevOps & Continuous Delivery• Expert level in overall BOS portfolio including full stack BSS and OSS with surrounding Domains. • Experience in leading complex transformation engagements in BSS and OSS domain.• Demonstrated experience leading cross-functional highly matrixed and globally distributed teams.• Mandatory certifications: Principal Solution Architect GIAP certification. • Strong consultative, presentation, and communication skills• Proven track record to deliver results within a time sensitive and high-pressure environment. • Highly proficient collaboration skills• Solid ability to communicate effectively at executive levels.• In-depth knowledge of running Organizational and Solution Level Governance.• Fluent in English; additional languages are a plus. Ericsson South Africa recruits in line with its Employment Equity plan and will therefore give preference to suitably qualified candidates who are members of designated groups. Would you like to take a tour to "Life at Ericsson MEA", visit short video Click Here 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. Req ID: 776663

Telecommunting: Remote Travel Requirement: Less than 10% Clearance Level Must Be Able to Possess: None Clearance Level Must Be Able to Obtain: None Public Trust/Other Required: None Support mission-critical initiatives and enable the growth of our business as a Help Desk Technician III at GDIT. Here, you’ll become an integral part of how GDIT is able to ensure the safety and security of our nation. MEANINGFUL WORK AND PERSONAL IMPACT: - Provides technical support and troubleshooting for network, desktop, and/or systems hardware, software, and mobile devices. Password reset assistance, and supporting multiple customers within a 24/7/365 support environment. - You'll be integral to a collaborative help desk team, actively participating in daily stand-ups, knowledge-sharing sessions, and collaborative problem-solving. Your interactions will involve clear communication, active listening, and a willingness to offer and receive support to ensure the team meets service-level agreements and delivers exceptional user experience. - You'll seamlessly collaborate with senior technicians and other IT specialists when faced with complex or escalating issues. - Includes joint troubleshooting sessions, leveraging shared knowledge bases, and contributing to post-mortem analyses to identify root causes and implement preventive measures. You'll also work together to identify trends, develop permanent solutions, and document best practices to minimize future disruptions. - Our team fosters a culture of continuous learning and mutual respect. We encourage open dialogue, celebrate successes together, and provide constructive feedback to help each other grow. You'll find a supportive environment where your contributions are valued, and your initiative to improve processes and share insights is highly encouraged. - You will manage a queue of technical support requests, prioritize impact-based issues, and document resolutions thoroughly. Your work is meaningful because you are the front line of support, enabling your colleagues to perform their jobs efficiently and effectively. - You'll be instrumental in minimizing downtime and ensuring a smooth, productive IT environment, directly contributing to the organization's overall mission. - You will regularly leverage your expertise in Windows operating systems, Microsoft Office Suite, and standard network protocols. Strong diagnostic skills will be essential as you troubleshoot hardware and software issues. - You'll utilize ticketing systems (e.g., ServiceNow, Jira, etc.) to manage requests, possibly using remote desktop tools for direct user assistance, and a variety of diagnostic utilities to pinpoint and resolve technical problems. - Your communication skills will be paramount in translating technical jargon into understandable language for users and collaborating effectively with your team. WHAT YOU'LL NEED TO SUCCEED: ● Education: High School Diploma plus 5+ years of related experience in a corporate environment; OR Associate's degree plus 3+ years of related experience in a corporate environment is required ● Required Experience: Experience in a technical support or help desk role in a corporate environment, demonstrating a strong understanding of IT OR infrastructure and user support best practices. ● Required Technical Skills: Proficiency in Windows 10/11, Microsoft Office 365 administration and troubleshooting, Active Directory user and group management, basic networking concepts (TCP/IP, DNS), and experience with ticketing systems (e.g., ServiceNow) ● Required: Ability to work flexible hours, including evenings, weekends, and holidays, as part of a 24x7x365 support model driven by customer needs. ● Required Skills and Abilities: Excellent verbal and written communication skills, strong problem-solving and analytical abilities, a customer centric approach, ability to work independently and as part of a team, and strong organizational skills with attention to detail. ● Preferred Skills: Experience with virtual desktop infrastructure (VDI), mobile device management (MDM) solutions, ITIL framework knowledge, and certifications such as ServiceNow fundamentals, CompTIA A+, Network+, or Microsoft Certified Professional (MCP), Citrix, and Jira. ● Location: Remote GDIT IS YOUR PLACE At GDIT, the mission is our purpose, and our people are at the center of everything we do. ● Growth: AI-powered career tool that identifies career steps and learning opportunities ● Support: An internal mobility team focused on helping you achieve your career goals ● Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off ● Community: Award-winning culture of innovation and a military-friendly workplace OWN YOUR OPPORTUNITY Explore a career at GDIT and you’ll find endless opportunities to grow alongside colleagues who share your sense of ownership and pride in the meaningful work we do. Salary Information The likely hourly rate for this position is between $21.33 - $28.85. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range. Benefits Information Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. GDIT typically provides new employees with 15 days of paid leave per calendar year to be used for vacations, personal business, and illness and an additional 10 paid holidays per year. Paid leave and paid holidays are prorated based on the employee’s date of hire. The GDIT Paid Family Leave program provides a total of up to 160 hours of paid leave in a rolling 12 month period for eligible employees. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most. About Our Work We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology. Join our Talent Community to stay up to date on our career opportunities and events at https://gdit.com/tc Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans

• Maintain strong phone presence and ensure reliable squad coverage • Respond to client inquiries via phone, email, and tickets with professionalism and urgency • Own issues from intake through resolution, keeping clients updated throughout • Troubleshoot technical issues and escalate when appropriate • Document all interactions and solutions clearly in the service desk system • Meet SLAs and team KPIs while driving consistent service quality • Lead, mentor, and develop team members to reach their full potential • Conduct monthly 1:1s and manage performance reviews (3-month, 6-month, annual) • Monitor service desk trends, ticket patterns, and recurring issues • Prioritize tasks effectively and manage time across competing demands