About the Position

Our client is growing and now needs to strengthen their team with a skilled support technician! As a 1st line support technician at our client in Luleå, you will work closely with 2nd line and other functions within the organization. The customer is always in focus, and you will always provide them with the best possible service. The start date is as soon as possible, and the assignment is expected to last 6-10 months. We welcome your application today, as selection and interviews are ongoing.

Your Main Responsibilities

As a 1st line support technician, you will handle cases from customers via both phone and email. Generally, you will experience a varying pace as your daily work is driven by customer-specific events, and everything you do must maintain a high level of quality and service. We believe that our employees do a great job when they are happy, so it is important for us to find someone who thrives in our fast-paced environment. It is essential that you are reliable, proactive, and value good customer relationships. Since this is a first-line support role with a large number of customers with different agreements and SLA levels, it is important that you are skilled at troubleshooting when required. It is also important to follow established escalation procedures when they exist. The administrative part is significant, and documenting cases is a natural part of daily work. A genuine interest in IT will facilitate your work every day. The job will be intense and challenging, but you will be surrounded by wonderful colleagues who bring joy!

Examples of Daily Tasks:

Handle incoming cases via phone/email
Configuration of hardware
Troubleshoot incoming hardware
Coordinate hardware exchange on-site

Working hours are primarily daytime between 8 AM and 5 PM, Monday to Friday. You will also work evening shifts one week (including the weekend) approximately every other month, which rotates within the team and is based on how many of you there are.

Who Are You?

To succeed as a Support Technician, you need the following qualifications:

An interest in IT and Service
Good communication and teaching ability
Basic knowledge of Active Directory, Azure, O365
Swedish and English in both spoken and written form

Meritorious:

Work experience in IT support or customer service
Methodical troubleshooting and problem-solving
Knowledge of ITIL
Experience with the ServiceNow ticketing system

To thrive and enjoy your work, you must have an inner drive to always provide first-class service to your customers! You and your team are a unit, and together you will ensure that you help your valued customers with speed and high quality. You are the person who always supports your team and your customers. To succeed in the role of 1st line support technician, you must be structured, focused, and aware of your surroundings.

About the Company

You will be employed by Poolia as a consultant. There is also the opportunity to participate in activities with both the client and Poolia. By your side from Poolia is your consultant manager, who is happy to act as a sounding board and support you in succeeding in your assignment. You will also have a team leader and a team manager by your side who will support you in your daily work. It should not be forgotten that you are part of a team where you help each other to achieve success together! We want you to feel good and enjoy your time employed at Poolia and the client you will work for. Of course, your employment at Poolia is covered by collective agreements, insurance, occupational pension, and occupational health care.

Warmly welcome your application. Selection is ongoing, so please apply today by clicking on apply at https://www.poolia.se (https://www.poolia.se).

Poolia is a registered recruitment and staffing company, authorized by the Competence Companies and has quality-assured processes and routines.