2nd Line Technician (Challenging Support Environment)

Responsibilities

• ▹Troubleshoot and resolve more complex IT incidents across client, application and infrastructure layers
• ▹Handle escalated cases from first line via the ticketing system
• ▹Account management and administration in Active Directory and Microsoft 365
• ▹Install, configure and troubleshoot client environments and applications
• ▹Analyze logs, identify root causes and contribute to long-term solutions
• ▹Collaborate with other technical teams, escalating to 3rd line or specialists when needed
• ▹Document solutions and contribute to improving routines and knowledge bases
• ▹Work proactively on monitoring and stability of the customer's IT environment

Requirements

• ▹Experience in IT support or service desk, preferably in a 2nd line role
• ▹Active Directory (account management, groups, permissions)
• ▹Microsoft 365 / Office 365
• ▹Installation and troubleshooting in Windows client environments
• ▹Experience with ticketing systems
• ▹Experience with remote-support tools
• ▹Basic understanding of networking (TCP/IP, DNS, DHCP)

Nice to have

• ▹Experience with client management, patching or system monitoring

Soft skills

What we offer

• ▹Secure consultant employment
• ▹Individual training plan with funded study materials and certifications

About the company

Eccera is a staffing and consulting provider for the IT and technology sector, with 300 employees and offices in Stockholm, Gothenburg, Malmö and Linköping; a member of the Almega Kompetensföretagen employer association.