Vacant job

We are specialists in staffing and consulting services within IT and technology – from promising talents and consultants with broad competence to experienced specialists with deep expertise.

For you as a candidate, we are a secure partner offering exciting assignments, personal development, and close contact with our advisors. We ensure you get the right assignment for your skills and ambitions – always with the human element at the center.

For our customers, this means we are a reliable provider that can quickly match the right competence with the right need. In addition to our strong internal consulting organization, we also have an extended partner network, which allows us to offer even greater flexibility and breadth in delivery.

Collaboration and quality characterize everything we do, and our core values are summarized in our promise: Empowering the Nordics through people.

Eccera has 300 employees and offices in Stockholm, Gothenburg, Malmö, and Linköping. We are members of Almega Kompetensföretagen and follow their collective agreement with Unionen.

Do you want to work in a business-critical IT environment where you can combine problem-solving, service, and technology? We are now looking for a service-oriented and communicative Second Line Support Technician who enjoys helping users, resolving complex cases, and contributing to continuous improvements in a professional IT support organization.

As a consultant at Eccera, you get a secure employment and gather valuable work experience on assignments at our customers. Your consulting manager supports your development as you continuously gain new experiences and knowledge. An excellent opportunity to advance your career.

Your responsibilities

In the role of Second Line Support Technician, you work closely with the business users and are responsible for handling and resolving more complex support cases. Contact is primarily made via phone, Teams, and case management systems.

You will:

• Work with troubleshooting and problem-solving of IT-related incidents and service requests.
• Handle incoming cases via a case management system.
• Provide qualified support to end-users and ensure a high service level.
• Collaborate with other support technicians to identify, analyze, and solve technical problems.
• Document solutions, routines, and work processes.
• Contribute with improvement proposals and drive a proactive approach to prevent future problems.

Your profile

We are looking for you who have a strong interest in technology and a genuine commitment to helping users. You thrive in a changing environment where you can combine independent work with close collaboration in a team. As a person, you are service-oriented, communicative, and proactive, with the ability to build good relationships and create trust among both users and colleagues.

You have good knowledge of Swedish and English, both in speech and writing, and work in a structured manner with a focus on quality and user satisfaction.

Requirements

• At least 2 years of experience in end-user support.
• Experience in systematic troubleshooting.
• Experience working in case management systems.
• Good knowledge of Microsoft environments.
• Experience with Active Directory.
• Basic knowledge of infrastructure, servers, networks, SCCM, and databases.
• Knowledge of documentation and documentation work.
• Good knowledge of Swedish and English.

Merits

• Experience working in larger organizations with complex IT environments.
• Knowledge of and experience with ITIL.
• Experience in process development and improvement work.
• Experience working proactively with incident management and preventive measures.

We place great emphasis on your personal qualities.

What we offer

At Eccera, you get the tools you need to reach your goals. We offer all our consultants qualified training and certifications within the latest technology. We value that our employees continue to develop. Therefore, we offer you the opportunity to create an individual education plan, where we cover both study materials and the certifications themselves. During your development, we will match your competence to the right assignment as you advance.