Support Technician Level 2 for Customer-Facing Service Desk
Workplace: Stockholm, Sverige
Expires: August 19, 2025
Avaron AB, a Swedish consulting company delivering experienced IT and business support specialists to leading organizations, is seeking a Level 2 Support Technician for a customer-facing service desk role. The position involves providing qualified user support, troubleshooting incidents, and collaborating to improve processes while working according to a schedule that includes weekdays and weekends.
Main requirements:
  • 1–3 years of experience in IT support in a servicedesk/2nd line role
  • Previous experience in user support/customer service
  • Experience from the retail sector
  • Experience with ServiceNow or similar incident management systems
  • Excellent Swedish and English skills, both spoken and written
  • Relevant post-secondary IT education or equivalent experience
  • Strong service orientation, good communication skills, and a solution-oriented work approach
  • Willingness to work according to schedules that may include weekdays and weekends
  • Ability to undergo and pass a background check
Responsibilities:
  • Provide qualified user support via phone, email, portal, and chat
  • Troubleshoot and resolve incidents and guide users towards sustainable solutions
  • Register, update, and close cases in incident management systems (e.g., ServiceNow)
  • Collaborate with colleagues to improve processes, routines, and knowledge database
  • Work according to schedule that can include both weekdays and weekends
Required hard skills:
  • ServiceNow or equivalent incident management system experience
  • Post-secondary IT education or equivalent
  • Excellent Swedish and English language skills (spoken and written)
  • IT support and troubleshooting experience
Recommended hard skills:
  • ITIL knowledge/certification
  • Experience with Microsoft 365, Active Directory/Azure AD, Intune/SCCM and remote control tools
  • Experience writing and improving knowledge articles
  • Basic scripting skills (e.g., PowerShell)
  • Experience from larger organizations and working with clear SLA/KPI frameworks
Soft skills:
  • Strong service orientation
  • Good communication skills
  • Solution-oriented work approach
  • Ability to work collaboratively
Coding languages:
  • PowerShell
Frameworks:
  • ITIL
Natural languages:
  • Swedish (Proficient)
  • English (Proficient)
Cultural skills:
  • Customer-focused approach
  • Team collaboration
  • Adaptability to varying work schedules including weekends
Apply for this job
Apply here

You might also like: