Second Line Support Technician(IT Support)
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Job Summary
We are looking for a service-minded Second Line Support Technician to join a team supporting users in a complex IT environment.
In this role you will handle and resolve more complex support issues escalated from the Service Desk. You will work closely with end users via Teams and phone troubleshoot technical issues and contribute to improving support processes.
Key Responsibilities:
- Resolve escalated end-user IT support issues
- Perform systematic troubleshooting and problem resolution
- Work with ServiceNow-based ticket management
- Support users in Microsoft environments
- Manage and troubleshoot Active Directory-related issues
- Assist with infrastructure servers networks SCCM and related technologies
- Document solutions and contribute to process improvements
Key Requirements:
- At least 12 years of relevant IT support experience
- Strong troubleshooting and problem-solving skills
- Experience with ticket management systems
- Knowledge of Microsoft environments
- Experience with Active Directory
- Basic understanding of infrastructure servers networking SCCM and databases
- Understanding of ITIL
- Good documentation skills
- Fluent communication skills in Swedish and English
About Company
ExcelGens Inc. is a Women Owned Minority Business Enterprise that provides end-to-end Information Technology solutions and services to clients across the United States and India. With core competencies in IT Enterprise Services IT Staffing Services ...
