1st Line Support Technician
Workplace: Malmö, Sverige
Expires: August 31, 2025
Seeking a skilled 1st Line Support Technician to join a client in Malmö, working closely with 2nd line support and other organizational functions to provide top-notch customer service. The role involves handling customer incidents via calls and emails, troubleshooting, documentation, and maintaining high service standards in a dynamic work environment.
Main requirements:
- Handle customer support requests via phone and email
- Work closely with 2nd line support and other organizational functions
- Maintain high quality and service levels
- Troubleshoot technical issues effectively
- Follow escalation procedures
- Document cases accurately
- Work daytime hours with rotational evening/weekend shifts
- Communicate fluently in English and Swedish
- Demonstrate initiative, reliability, and customer focus
Responsibilities:
- Manage customer support cases through calls and emails
- Provide first-line troubleshooting and support
- Document incidents and resolutions
- Escalate issues following set procedures
- Collaborate with team members and other departments
- Participate in rotational evening and weekend shifts
Required hard skills:
- Fluent Swedish and English (spoken and written)
- Knowledge of Active Directory
- Experience with Windows operating systems
- Basic understanding of Linux
- Basic networking knowledge (TCP/IP, DNS, DHCP)
- Experience with ticketing systems
- Troubleshooting skills
- Familiarity with mobile devices, printer management, Office365
Recommended hard skills:
- Post-secondary IT education (vocational or equivalent experience)
- Experience with service level agreements (SLAs)
Soft skills:
- Customer-service oriented
- Reliable and initiative-taking
- Ability to work in a team
- Structured and focused work approach
- Ability to thrive in a fast-paced environment
Operating systems:
- Windows
- Linux
Natural languages:
- Swedish (Proficient)
- English (Proficient)
Cultural skills:
- Team collaboration
- Customer focus
- Adaptability to fast-paced work environment
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