Vacant job

About the role

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's office in Luleå, you will work closely with the 2nd Line team and other functions within the organization. The customer is always at the center of focus, and you will always provide the best possible service. Start date is ASAP. Please apply today, as selection and interviews are conducted on an ongoing basis.

Main responsibilities

As a 1st Line Support Technician, you will handle customer cases via both phone and email. You will generally experience a varying pace as your day is driven by customer-specific events, and everything you do must maintain high quality and service levels. We believe our employees do a great job when they enjoy their work, so it is important for us to find the right person who thrives in our fast-paced environment. It is important that you are reliable, proactive, and value good customer relationships. Since this is a first-line support role with a large number of customers having different contracts and SLA levels, it is crucial that you are eager and skilled at troubleshooting when needed. It is also important to follow established escalation procedures when applicable. The administrative part of the job is significant, and documenting cases is a natural part of the daily work. A genuine interest in IT will facilitate your work every day. The work will be intensive and challenging, but you will be surrounded by wonderful colleagues who are quick to laugh!

Examples of daily tasks:

• Handle incoming cases via phone/email
• Hardware configuration
• Troubleshooting incoming hardware
• Coordinate on-site hardware replacement

Working hours are primarily daytime, Monday to Friday, between 08:00–17:00.

Who are you?

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

• An interest in IT and Service
• Good communication and pedagogical skills
• Basic knowledge of Active Directory, Azure, and O365
• Fluency in Swedish and English, both written and spoken

Merits:

• Work experience in IT support or customer service
• Methodical troubleshooting and problem resolution
• Knowledge of ITIL
• Experience with the case management system ServiceNow

To thrive and enjoy the 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 wonderful customers with speed and high quality. You are the person who always steps up for your team and your customers. To succeed in the role of 1st Line Support Technician, you must be structured, focused, and aware of the situation.

About the company

You will be employed by Poolia as a consultant. There is also an opportunity to participate in activities at both the client's site and Poolia. By your side from Poolia, you will have 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 support you in your daily work. It is also important not to forget that you are part of a team where you help each other to achieve success together! We want you to feel good and thrive during your employment with Poolia and the client you will be working for. Naturally, your employment with Poolia is covered by collective agreements, insurance, pension benefits, and occupational health care.

We warmly welcome your application. Selection is ongoing, so please apply today by clicking "Apply" at https://www.poolia.se (https://www.poolia.se).

Poolia is a registered recruitment and staffing company, authorized by Kompetensföretagen, with quality-assured processes and routines.