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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.
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