Support Technician for IT Service Desk

We are now looking for an engaged and knowledgeable support technician for our 2nd line group within the IT Service Desk. Here you will play a central role in ensuring that our colleagues receive the IT support and service they need for the business to run smoothly.

Start: March 30 (or as soon as possible). The assignment lasts for 12 months from the start of the contract, with the possibility of extension.

About the Position

As part of our IT Service Desk, you will be responsible for second line support, account management, client platforms, and applications. You will also participate in incident coordination during critical IT events. Our external 1st line support is handled by an external partner whom you will support and collaborate with as needed.

The role also includes work at our walk-in desk at the office in Gothenburg and some support at our other offices in the region.

Your Main Responsibilities

• Provide technical support to both 1st line and internal colleagues
• Work with account management and user administration
• Write and update knowledge articles, procedures, and instructions
• Participate in incident management and coordination during IT disruptions
• Support both PC and Mac users, as well as Android and iPhone
• Participate in our rotating schedule within the various parts of the service desk
• Perform some technical support related to IT equipment on board vehicles
• Travel to our local offices may occur as needed

Who Are You?

We are looking for someone who has:

• Several years of experience in IT support, both 1st and 2nd line
• Experience working according to the ITIL framework (certification is not a requirement)
• Knowledge of Windows 11, Intune, Azure
• Experience in PC/Mac environments as well as Android/iPhone
• Good knowledge of Swedish, both spoken and written
• Experience in documentation in the form of procedures, guides, and knowledge articles
• Familiarity with ticketing systems, preferably ServiceNow
• Experience in incident coordination
• Desirable: experience from public sector and good understanding of IT security

It is important that what we are looking for is evident in your CV when applying.

We Are Looking for a Person Who Is:

• Service-oriented, social, and helpful
• Structured and meticulous
• Driven and curious about new technology
• Thrives in a dynamic environment and enjoys contributing to improvements
• Has the ability to prioritize, collaborate, and create order even in complex situations

You will become an important part of a team that is in an exciting development phase — here you will have the opportunity to contribute your expertise and influence future working methods.

About the Company

The consulting role is suitable for you who want to gain broad experience in a short time. We offer you the chance to work at popular workplaces with well-known brands where you can develop your skills and broaden your CV. You will thrive as a consultant if you are looking for a world of exciting assignments and new networks. By your side, you have your consulting manager who acts as a sounding board and supports you in succeeding in your assignments. We want you to feel good and enjoy being with us at Poolia. Therefore, we offer you wellness benefits, discounts at various fitness facilities, and regularly organize social activities. Of course, your employment at Poolia is covered by a collective agreement.