First Line Support Technician

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