IT Support Engineer
1 week ago
The IT Support Engineer is a global technical & customer service role that provides L2 end-user support and participates in various technology initiatives & projects. Your duties will include the day-to-day support of internal end-users globally, addressing incidents & requests, mostly from users based locally in Denmark. You will be providing remote and deskside support for Windows, Apple and Linux users and help maintain & manage end user services and devices. You will be an integral member of a global IT team, spanning 40+ countries in nearly every part of the world. You’ll guide, assist & support end users with various situations, answer technology related questions and have an opportunity to work with various teams and learn new technologies. Above all, this is a customer service role in which the quality and timeliness of end user support is paramount.
Core job responsibilities:- Provide a high level of customer service & end user support
- Provide remote and desktop support across the globe
- Utilize our ITSM platform to categorize, prioritize and escalate issues as necessary
- Take ownership of issue/request through resolution or escalation
- Analyze hardware and software problems, troubleshoot per approved procedures
- Participate in project related activity in varying capacity
- Perform hardware and software setup, configuration, and testing per current standards and approved procedures
- Help create and maintain system support documentation
- Help with procurement and management of hardware and software licenses
- 2+ years of experience in Microsoft Windows, Apple, network troubleshooting & web-based application support
- 2+ years of experience in providing desk side and remote support
- Knowledge of ITIL methodologies preferred but not necessary
- Strong experience and understanding of Office365 & SharePoint
- Some experience in Windows and Apple deployment technologies
- Experience in working with Jira Service Manager preferred but not necessary
- Experience in working with Okta or similar SSO technologies
- Bachelor’s degree in computer science or related field is advantageous
- Strong interpersonal skills and thoughtful and effective communicator
- Ability to stay calm and professional under pressure
- Excellent analytical and problem-solving skills
- Excellent time management and organization skills
- High aptitude and interest in learning new technologies
Please note that this position is only available to candidates who are currently residing in Denmark.
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