Level 2 support engineer

Role

We are looking for a Support Engineer who will be responsible for handling incidents according to the Incident Process and is a part of Customer Service. The candidate must good excellent communication, customer and interpersonal skills.

Job Responsibilities

 Look at your responsibilities:

• Receive and register incidents from customers via Phone or E-mail, making sure they contain the vital information;
• Give feedback to customers on incidents;
• Retrieve all necessary information for further investigations;
• Shall be able to resolve all standard types of incidents;
• Always be able to start an investigation of a previously unknown before escalating incident further;
• Update knowledgebase with relevant information;
• Actively participate in internal educations;
• Report discovered deviations in process execution to management.

Required competence, experience and education

 About your activity and responsibility:

• Work according to the client ITIL process for Incidents;
• Resolve incidents within SLA;
• Receive and register incidents from customers via Phone or E-mail, making sure they contain the vital information;
• Prioritize incidents according to ITIL model;
• Escalate incidents to Incident Analyst when necessary;
• Give feedback to customers on incidents;
• Categorize and connect incidents to existing problems as a part of the continuous improvement of the product;
• Retrieve all necessary information for further investigations;
• Shall be able to resolve all standard types of incidents;
• Always be able to start an investigation of a previously unknown before escalating incident further;
• Update knowledge base with relevant information;
• Assign incidents correctly to 3rd party organizations where that is included in customers service agreement;
• Actively participate in internal educations;
• Participate in CSI work for improving the service delivery;
• Report discovered deviations in process execution to management;
• Notify the superiors when further instructions or educations are needed.

Technical skills & nice to have:

• Database knowledge, primarily MySQL and MSSQL with focus on data manipulation;
• Broad knowledge about computer hardware and peripheral units;
• Computer network knowledge;
• Operating systems (Windows, Linux);
• Understand programming (Java preferred);
• ITIL;
• Necessary retail skills;
• University education in Information Technology, Computer Science or equivalent;
• Fluent in English, both written and spoken;
• Swedish language – nice to have.