First Line Support Technician

Om jobbet

Job Description

Our client is seeking a motivated and service-oriented First Line Support Technician to join the IT Support team in Sollentuna. The role involves delivering technical assistance and high-quality customer service to municipal users across various IT-related areas including hardware, software, telephony, and conference technology.

The IT Support function acts as the municipality's primary point of contact for IT-related issues and plays an important role in ensuring efficient and user-friendly support services. The selected consultant will work closely with users, suppliers, and internal stakeholders while handling support cases, troubleshooting incidents, and managing IT-related requests.

This assignment is ideal for a junior-level IT professional who enjoys customer interaction, problem-solving, and working in a fast-paced support environment.

Key Responsibilities

User Support & Incident Handling

Provide first-line technical support through phone, email, ticketing systems, and onsite assistance.

Assist users with troubleshooting and resolving hardware, software, and access-related issues.

Deliver responsive and customer-focused support with a strong service mindset.

Case Management & Escalation

Analyze, categorize, prioritize, and escalate incoming support requests when necessary.

Monitor ongoing incidents and provide users with regular updates regarding case progress.

Coordinate and follow up on support tickets handled by external suppliers and service providers.

User Administration & System Support

Manage user accounts, permissions, and administrative tasks within Active Directory.

Support installations, configurations, and maintenance of Windows-based client devices.

Assist with Office 365, Outlook, Teams, and remote support tools.

Hardware, Software & Telephony Administration

Handle IT-related orders including hardware, software, and license requests.

Support telephony administration such as subscription orders, modifications, and terminations.

Troubleshoot client devices and peripheral equipment primarily within Windows environments.

Operational Support Activities

Contribute to maintaining efficient IT support operations across the municipality.

Participate in scheduled support coverage, including occasional evening and weekend shifts.

Required Experience

Minimum 1 year of experience working in IT Support, Helpdesk, or Service Desk environments.

Experience troubleshooting hardware and software issues within client environments.

Hands-on experience installing and configuring Windows 11 devices.

Familiarity with case management and user support processes.

Education

Completed high school education is required.

Technical education within IT is considered an advantage.

Required Skills

Office 365

Service Desk Support

IT Support

First Line Support

Windows 11

Active Directory

Outlook

Microsoft Teams

Remote Support Tools

Hardware & Software Troubleshooting

Preferred Qualifications

Experience working within municipal IT support or similar public-sector organizations.

Familiarity with support case classification and ticket management systems.

Experience supporting iOS, Android, and MDM environments.

Technical IT education or certifications are advantageous.

Personal Attributes

Strong customer service and communication skills.

Solution-oriented mindset with a proactive approach to support tasks.

Ability to work independently while maintaining teamwork and collaboration.

Flexible and willing to support evening and weekend schedules when required.

Organized and capable of handling multiple support cases simultaneously.

Language Requirement

Swedish - Fluent in both spoken and written communication

English - Good professional proficiency required

Job Mode:

Primarily On-site with limited remote work possibilities upon agreement

Application Method: Interested candidates can apply by sending their profile to hr@semiconservicenordic.com