IT Support Specialist & Team Lead - Multilingual 1st Line Support
Workplace: Malmö, Sverige
Expires: September 7, 2025
We are looking for experienced IT support technicians and a Team Lead for a multilingual 1st line support team providing professional IT support to users in Denmark, Sweden, and Norway. The team consists of 10 regular employees and one Team Lead. Support is open 11 hours per day, Monday to Friday.
Main requirements:
  • 2-4 years of IT support experience in a service desk environment for IT Support Specialist
  • 4+ years IT support experience with at least 1-2 years in a leadership role for Team Lead
  • Very good command of English plus Danish, Norwegian or Swedish
  • Experience with ITIL-based work and ticket management systems
  • Practical knowledge of Active Directory and Microsoft 365
  • Familiarity with remote control tools for troubleshooting
  • Documented experience in personnel management and team coordination for Team Lead
  • Deep technical knowledge in Active Directory, Microsoft 365 and service desk processes for Team Lead
Responsibilities:
  • Provide IT support in multiple languages via phone, email, chat, and ticket portal
  • Handle incidents and service requests related to hardware, software, Microsoft 365, printing and network access
  • Perform user administration (account creation, password resets, group management, unlocking) in Active Directory and Microsoft 365
  • Record and manage tickets according to SLA in ticket management systems (e.g. ServiceNow)
  • Resolve problems on first contact or escalate to 2nd/3rd line as needed
  • Follow established procedures and knowledge bases and contribute improvement suggestions
  • Maintain high customer satisfaction through professional communication and clear status updates
  • Lead and coach a team of 10 members (Team Lead)
  • Manage workload distribution, quality and goal fulfillment (Team Lead)
  • Monitor team performance and report results (Team Lead)
  • Ensure competence development and high service level (Team Lead)
Required hard skills:
  • IT support experience in servicedesk environment
  • ITIL framework knowledge
  • Ticket management system experience (e.g. ServiceNow)
  • Active Directory user management
  • Microsoft 365 administration
  • Remote control troubleshooting tools
Recommended hard skills:
  • Team leadership and coordination (for Team Lead)
  • Deep technical understanding of servicedesk processes (for Team Lead)
Soft skills:
  • Professional communication
  • Customer service orientation
  • Problem solving
  • Team leadership and coaching (Team Lead)
Frameworks:
  • ITIL
Natural languages:
  • English (Proficient)
  • Danish (Working knowledge)
  • Norwegian (Working knowledge)
  • Swedish (Working knowledge)
Cultural skills:
  • Multilingual teamwork
  • Cross-border IT support
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