2nd Line IT Support Technician

We are looking for a 2nd line IT support technician for our central IT support at the municipal management office.

The IT support provides assistance and support for IT services to all users, operations, and offices in the municipality, in the form of user-friendly and personal service. All to meet the municipality's needs.

The IT support works to resolve IT-related issues (incidents and service requests), primarily around services such as the digital workplace, telephony, and conference technology, but also other areas. As an IT support technician, you will handle both fault reports and orders via email, phone, and onsite support.

Those who work in IT support are the face of the entire IT unit, which means that you, as a support employee, need to focus on the user, be solution-oriented, and provide quick and good service.

Responsibilities

• Support for the digital IT workplace by being 2nd line support for incidents and service requests from users as well as 1st line support.
• Responsible for Incident Management and hold the role of Incident Manager (IM).
• Assist in categorizing, prioritizing, and distributing incidents and manage and support large or urgent issues as needed.
• Support for the entire digital workplace with standard applications such as installation, configuration, updates, and troubleshooting.
• Responsible for the entire lifecycle management of computers and accessories.
• Technical support to Management Leaders and Service Area Managers.
• Manage accounts and permissions in Active Directory and for various applications.
• Troubleshoot, rectify errors, and assist with updates and upgrades of conference room equipment.

Qualifications

We are looking for someone with:

• Good knowledge of Swedish, both spoken and written, as well as good knowledge of English.
• Completed high school level.
• At least 2 years of experience working with technical IT support.
• Broad experience in technical troubleshooting of both hardware and software.
• Experience with Windows OS at the client level, Microsoft O365/Azure, Active Directory, networks.
• Experience with iOS, Android, MDM, networks, and remote tools.
• Experience working with classifying and categorizing support cases in a case management system.

We consider it an advantage if you also have experience working in a municipal IT support (or similar organization) and/or experience in vendor management.

In this recruitment, we place great importance on your personal suitability. We are looking for someone who has a sense of good service and at the same time a desire and ability to solve complex problems. You are technically oriented but also have a good overall perspective and are good at collaborating. You are proactive, structured, and solution-oriented.

Other

The work is usually Mon-Fri 08:00-17:00, but evening and weekend work may occur in some cases. The IT support works on a schedule to always have the right staffing in place.

As the position is classified in a security class, Swedish citizenship is required. For employment, a satisfactory result in the security screening with background check is required, conducted in accordance with the Security Protection Act.

We Offer

You will be part of the administrative department consisting of six units: digitalization, IT, internal services, secretariat, contact center, and guardianship. With us, you will meet an innovative group that believes that digitalization and innovation are the way forward. Our goal is to provide the absolute best service to residents and employees! We have high ambitions and broad expertise in several different areas. There are great opportunities for development and new career paths for those who want.

Sollentuna's IT support has 11 employees and a group manager. The IT support is part of the IT unit and is the first instance (SPOC) in our case management chain. We are a client organization and have contact with our users and suppliers via phone, personal meetings, and through our case management system.

Welcome to Sollentuna – a municipality in the midst of opportunities! Together we make Sollentuna better every day for our residents, entrepreneurs, and organizations. We have clear and ambitious goals to create security, welfare, and sustainable growth.

We offer you a meaningful and fun job in a stable environment where the level of ambition is high. With us, you will have fantastic colleagues who want to make a difference for others. Now we are looking for you who are innovative, responsible, and welcoming. Join us on the journey to create Sweden's most attractive municipality!