Vacant job

We are looking for an experienced and confident IT Support Technician with the ability to both establish working methods and handle incoming support cases. The role is both operational and structuring, with a clear mandate to prioritize and manage cases according to established principles.

The assignment is two-part and covers ERP/NAV and business systems. Office/Microsoft 365 and other basic IT services are out of scope.

The goal is to establish a predictable, structured, and sustainable support flow where the right cases are handled at the right level – a clear change from the current way of working.

Support Model

• 1st line: Handled by super users
• 2nd line: Handled by this role
• 3rd line: Development resources with a clear and protected escalation role

The role is responsible for delivering efficient 2nd line support and ensuring that development is protected from ad hoc cases.

Responsibilities

Case Management & Support Flow

• Ensure common entry point, triage, and correct case management (not directly to 3rd line)
• Own and drive support cases end-to-end with clear status and feedback
• Work towards agreed SLAs and coordinate communication during major incidents
• Say no/pause cases that lack documentation and explain decisions objectively
• Provide support during peak workloads, campaigns, and high seasons

Super Users & Business Support

• Coach and support super users in business and store systems
• Build capability to handle recurring issues and create trust in IT support
• Clarify responsibilities: what is handled locally vs. when cases are escalated

Troubleshooting & Incident Management

• Perform independent 2nd line troubleshooting and resolve cases where possible
• Escalate to 3rd line when necessary with complete and structured documentation
• Handle retail-critical incidents (POS, payments, orders, prices, login, integrations)

Structure, Relief & Improvement

• Relieve IT and development teams from unplanned support
• Contribute to clear working methods, priorities, and expectations
• Initiate problem cases, root cause analysis, and improvement measures

Documentation & Knowledge

• Document cases, solutions, and recurring problems
• Build and maintain a knowledge base (how-to guides, standard solutions)

Competency Requirements

Technical Requirements (Must-have)

Good practical experience with: • Microsoft 365 • Entra ID • ERP systems, preferably Business Central or Navision • Strong troubleshooting skills and experience working structured with incidents and problems

Desirable

• Experience with Navision 2009 • Experience from retail operations • Understanding of business-critical IT support in store environments • Experience working in the interface between IT, business, and development • Familiarity with ticketing/ITSM tools (e.g., ServiceNow, Jira, or equivalent) • Experience with ITSM processes (Incident, Problem, Change)

To succeed in the role, a confident and structured personality is required:

• Clear, methodical, and structured with experience in documenting and creating traceability
• Confident and consistent – sets boundaries, says no when necessary, and stands firm in processes
• Business-oriented with the ability to prioritize based on business and store impact
• Stable and calm even during incidents, campaigns, and peak workloads
• Improvement-driven and proactive – identifies patterns and suggests simplifications
• Pedagogical and clear in communication, translating technology into practice
• High integrity and security awareness with good judgment
• Unpretentious but clear – a stable and trustworthy gatekeeper

About Wise IT

Wise IT specializes in recruitment, consulting solutions, and strategic competency matching within IT and tech. Technology changes rapidly, but with the right person in the right place, you gain control of the future. We match people with sharp technical skills and the ability to understand the big picture. The result? IT that works in practice, not just in theory. We ensure that you not only follow development but drive it.

When you become one of us

As a consultant at Wise, you become part of a context where we value both your security and your development. We offer market-competitive salary, wellness benefits, pension contributions, and collective agreements – for us, nothing is more important than you feeling secure in your employment.

From day one of your consulting assignment, you will have the opportunity to develop, challenge yourself, and influence future workplaces – together with engaged colleagues, and with us as a constant sounding board. Regardless of where you are in your career, the role as a consultant should give you experiences, knowledge, and inspiration for the next step.

Welcome to Wise – a world full of opportunities!

Your Application

To apply for the role, click "Apply Now" and attach your CV. Please note that we cannot accept applications via email. In the consulting world, things often move quickly, so the position may be filled before the application deadline. Therefore, do not wait with your application.

If you have questions about the role, you are welcome to contact the responsible consulting manager, Johan Karlsson, at [email protected] (mailto:[email protected])