First Line Support Technician
About this role
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.
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 te