IT support engineer
6 days ago
Required Skills
The Support Executive will provide multilingual IT support to global end-users, specializing in Norwegian language support. The role requires strong communication skills, experience in ITIL-based environments, and expertise in resolving incidents and service requests with high customer satisfaction.
Key Responsibilities
Deliver 11×5 multilingual IT support (phone, email, chat, portal) with preference for Norwegian language.
Handle incidents and service requests related to:
Hardware and software
Microsoft 365
Printing services
Network access issues
Manage user provisioning tasks including password resets, account unlocks, and group management across AD & Microsoft 365.
Log all issues and ensure SLA compliance using ITSM tools such as ServiceNow.
Achieve first-call resolution or perform timely escalation to L2/L3 teams.
Provide professional, structured communication and maintain high customer satisfaction throughout the incident lifecycle.
Participate in shift operations, team meetings, and continuous service improvement initiatives.
Follow knowledge base articles and SOPs; raise gaps or documentation updates through QA/KM processes
Essential Skills
Strong communication skills in English and Norwegian.
Experience in ITIL-based support environments.
Previous customer service or IT support experience with high CSAT.
Proficiency in ServiceNow or similar ITSM tools.
Ability to manage incidents, service requests, and user administration tasks.
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