2nd Line Support

Eccera Professionals AB · Full-time

Linköping, Sweden

We are specialists in staffing and consulting services within IT and technology – from promising talent and consultants with broad expertise to experienced specialists with deep subject matter knowledge. For you as a candidate, we are a reliable partner that offers 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 at the center. For our customers, it means we are a dependable provider that can quickly match the right expertise with the right need. Beyond our own strong 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 summed up in our promise: Empowering the Nordics through people. Eccera has 300 employees and offices in Stockholm, Gothenburg, Malmö, and Linköping. We are a member of Almega Kompetensföretagen and follow their signed collective agreement with Unionen. Would you like to work in a technologically advanced environment where IT plays a central role in an organization that develops solutions in defense, aviation, and security? We are now seeking a service-oriented 2nd Line Support for an assignment with one of Sweden's leading high-tech corporations. The operations in Linköping are extensive and characterized by advanced technology, complex IT environments, and high requirements for security and quality. As a consultant at Eccera, you receive a secure employment and gain valuable work experience on assignments with our customers. Your consultant manager will support your development as you continuously build new experience and knowledge. An excellent opportunity to develop your career. Your responsibilities As 2nd Line Support, you will work closely with users and be an important part of IT support in a large and complex organization. You will, among other things: Handle and resolve more complex IT cases escalated from First Line/Service Desk. Maintain close contact with end users, primarily via Teams and telephone. Perform systematic troubleshooting and analyze technical problems. Work with incoming cases in a case management system based on ServiceNow. Troubleshoot and support users in Microsoft environments and Active Directory. Work with basic troubleshooting within infrastructure, servers, and networks. Document cases, solutions, and technical information. Collaborate with other support technicians and IT functions to find effective solutions. Contribute to improvements in work methods, processes, and support delivery. You work both independently and as part of a team and have the opportunity to build a broad network of contacts in an organization with many different business areas and technical environments. Your profile We are looking for someone with a genuine interest in IT and a passion for helping users. You have a service-oriented approach, good technical understanding, and enjoy solving problems even when they are complex. To succeed in this role, we would like you to have: At least 1 year of experience in end-user support/IT support. Experience with 2nd Line Support or equivalent. Experience with systematic troubleshooting. Experience working in case management systems, preferably ServiceNow. Good knowledge of Microsoft environments. Experience with Active Directory. Basic knowledge of infrastructure, servers, and networks. Basic knowledge of, for example, SCCM and databases. Knowledge of ITIL. Familiarity with technical documentation. Good skills in Swedish and English, both spoken and written. As a person, you are service-oriented, communicative, and solution-focused. You take responsibility for your cases and drive work forward while being a team player who enjoys sharing your knowledge. You are proactive and like to see opportunities to improve work methods and processes. You have an easy time building relationships, are responsive, and thrive in an environment where conditions can change based on the organization's and users' needs. What we offer At Eccera, you get the tools you need to reach your goals. We offer all our consultants qualified training and certifications in the latest technology. We place great value on our employees continuously developing. Therefore, we offer you the opportunity to set up an individual training plan, where we cover both study materials and certifications themselves. During your development, we will match your skills to the right assignments as you progress.