IT Technical Support Specialist

8 hours ago


Stockholm, Stockholm, Sweden TN Sweden Full time

Overview

TN Sweden, a leading game developer behind the world-famous Candy Crush franchise, seeks an IT Technical Support Specialist to join their team. As an onsite role based in Stockholm, this position involves providing high-level technical and customer support to King's employees.

The focus of this role is to exhibit high-volume and high-turnaround ticket resolution, escalation, and communication:

  • Resolution/processing of incident and request tickets
  • Escalating/routing issues to appropriate service teams
  • Communication regarding ticket status
  • High-visibility and first point of contact responding to Slack IT help channels

This individual will report into the Associate Manager, IT Support, and provide technical expertise working within environments where Windows and Mac OSX coexist in harmony. The ideal candidate has experience working in a fast-growing company within the IT Support function and relishes the challenge of IT Service Desk ownership.

Main Responsibilities

  • Triage, resolve, or escalate Incidents/Critical Incidents in a timely manner to minimize SLA breaches on a global scale (ServiceNow).
  • Guide on-site teams with Incident/Request ticket-type prioritisation after having performed due diligence.
  • Team working, but also autonomous, providing end-user support for applications and systems like Microsoft Office 365, Slack, Adobe CC Suite, VPN, and video conferencing systems.
  • Account life cycle management from New Hires to account deactivations through scripts, Active Directory, Exchange Management Console, Google Workspace or Office 365 Admin Portal.
  • Have skills with IT support tools including but not limited to: antivirus, imaging tools, MDM solutions, disk encryption, spam management.
  • Conversant with iOS and Android mobile devices.
  • Proactive in creating and updating documentation using a Wiki.
  • Mentor customers and deliver both team and end-user training as required.
  • Software installations using remote desktop tools and/or computer agents.
  • Working knowledge on best practices for Windows System support on account, email, and Windows group management.

Skills

  • Experience in hardware installation and troubleshooting of PCs and Macs.
  • Customer service-oriented team player who possesses excellent organisational skills.
  • Ability to adjust quickly to changing priorities and make quick decisions with limited information.
  • Ability to gather and translate user expectations to technical solutions.
  • Basic knowledge of Microsoft Windows Server operating systems and email systems (Exchange/Office 365).
  • Advanced knowledge in Microsoft Windows applications such as Microsoft Office suite.
  • Awareness of IT security standards and principles.
  • ITIL/PRINCE2 experience as a bonus skill.
  • Basic understanding of internal networks (routing, DNS, DHCP, etc).
  • Excellent written and spoken English.


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