2nd Line IT Support Employee

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

The IT support acts as a Single Point Of Contact and is responsible for assisting all users, operations, and offices in Sollentuna Municipality in resolving IT-related issues. The IT support provides support for services related to the digital workplace, telephony, and conference technology. As an IT support employee, you will handle both incident reports and service requests, as well as provide 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 have the user in focus, be solution-oriented, and provide quick and good service.

The IT support works on a schedule, which also includes some work in the evenings and weekends (excluding major holidays). Therefore, you as an applicant need to have the flexibility to work evenings and weekends occasionally, combined with daytime work.

Responsibilities

Here is a selection of tasks included:

• Support for the digital IT workplace by being 2nd line support for incidents and service requests from users, as well as 1st line support.
• Assist 1st line support in problem-solving and development.
• Be responsible for Incident Management and hold the role of Incident Manager (IM).
• Be responsible for categorizing, prioritizing, and distributing incidents and managing and supporting large or urgent cases as needed.
• Support the entire digital workplace with standard applications such as installation, configuration, updates, and troubleshooting.
• 2nd line support via phone, email, ticketing system, and onsite visits.
• Analyze technical problems, identify causes, and find solutions.
• Technical support to Management Leaders and Service Area Managers.
• Manage accounts and permissions in Active Directory and for various applications.
• Troubleshoot, resolve issues, and assist with updates and upgrades of conference room equipment.

Qualifications

Must-have requirements:

• At least 2 years of experience working in IT support or in a Service Desk/Helpdesk.
• Experience in technical troubleshooting of both hardware and software.
• Experience with Windows OS at the client level, Microsoft O365/Azure, Active Directory, and networks.
• Experience with iOS, Android, MDM, networks, and remote tools.
• Experience in classifying and categorizing support cases in a ticketing system.

It is also advantageous if you have:

• Experience working in a municipal IT support (or similar organization).

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 and helping both colleagues and users. You are proactive and structured while being solution-oriented in your approach.

Other Information

The work is usually Mon-Fri 08:00-17:00, but evening and weekend work may be required.

As the position is classified in a security classification, Swedish citizenship is required. For employment, a satisfactory result in the security screening with a 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 service, administration, 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 wish.

Sollentuna's IT support has 10 employees and a group manager. The IT support is part of the IT unit and is the first instance in our ticketing chain. We are a purchasing organization and have contact with our users and suppliers via phone, personal meetings, and through our ticketing system.

For those employed by Sollentuna Municipality. (https://www.sollentuna.se/jobb--foretagande/jobba-hos-oss/formaner/)

We have a modern view of our employees, and you will have significant responsibility for your work and your working hours. We want our employees to be able to have a sustainable work life, including being able to combine professional work with family and leisure. We apply flexible working hours and offer remote work opportunities (depending on operational needs), professional development, wellness grants, and vacation exchange. The position is located in newly renovated premises in Turebergshuset, centrally located in Sollentuna center. It is easy to reach by public transport.

Welcome to Sollentuna – a municipality full 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 enjoyable 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!