Vacant job

At Avaron, you get the security of a permanent employment combined with the variety of working on-site with different clients. We recruit specialists in everything from technology, IT, and industry to project management and business support – and regardless of the assignment, you have a consultant manager who is there for you and your development.

You step into a crucial 2nd-line function where you help users and the business achieve a stable and well-functioning IT environment. The role focuses on operating systems, clients, and networks, and suits you if you thrive with troubleshooting, clear communication, and driving cases all the way to resolution.

You work in a large organization with many contact points, where collaboration between 1st-line, 3rd-line, internal IT functions, and external suppliers is a natural part of everyday life. Here, you get to solve technical problems and contribute to better working methods, knowledge sharing, and higher quality in support. This is an exciting opportunity for you who want to work in a complex support environment where you have significant responsibility and the opportunity to make an impact.

• You handle incoming 2nd-line cases within OS, clients, and networks, and take over cases escalated from 1st-line.
• You troubleshoot, analyze, and resolve incidents, orders, and problems, with a focus on driving each case to a confirmed solution.
• You keep users informed throughout the case process and ensure clear and professional communication.
• You support 1st-line with technical guidance and contribute to knowledge transfer within the support team.
• You collaborate with 3rd-line, internal IT organizations, and external suppliers when cases need to be escalated or coordinated further.
• You work according to established ITIL processes and follow SLAs with a proactive approach to avoid deviations.
• You document troubleshooting, actions, results, and communication systematically in the case management system and ensure correct prioritization and classification.
• You create and update knowledge articles for new solutions or recurring problems.
• You participate in major incident management and problem investigations as needed, and escalate to the incident manager when necessary.
• You identify recurring errors, trends, and bottlenecks and contribute improvement proposals for processes, systems, and routines.

• Post-secondary education in IT
• At least 3 years of experience in similar roles
• Experience working with support within operating systems, clients, and networks
• Good proficiency in troubleshooting, documentation, and structured case management
• Experience working according to ITIL processes
• Fluent Swedish in speech and writing

• Experience working in large, complex organizations

• Permanent employment at Avaron AB
• Pension plan
• Wellness allowance of 5,000 SEK per year

We are hiring continuously – please apply as soon as possible.