2nd Line Support Agent

Our company is established with the purpose of providing specialized IT consulting services in Gothenburg, Sweden. Our decision to establish this company stems from the growing demand for expertise in the field of connected car systems, particularly in the thriving automotive industry of Gothenburg.

Our mission is to deliver exceptional IT consulting services, leveraging our expertise in connected car systems, to assist companies in optimizing their IT infrastructure and driving innovation in the automotive industry. We aim to become a trusted advisor, offering tailored solutions that align with our clients' goals and objectives. To continue our ambitious growth journey, we seek more great people to join us. Are you one of them?

As a 2nd Line Support Agent your main responsibility is to ensure that the incidents and service requests reported by customers must be handled efficiently. You will work closely with our customers, for example product stakeholders, enterprise architects and suppliers where you need the ability both to understand the incidents and service requests as well as manage them within SLA requirements.

In short, in this role your IT technologies and communication skills are essential, and it is expected that you are used to manage many stakeholders simultaneously to manage the incidents and service requests effectively.

Responsibilities
• Provide support to the 1st Line Support team, ensuring timely response to issues/incidents in accordance with SLA.
• Maintain close communication with the 1st Line Support team regarding incident reporting, ticket review, incident severity level assessment and optimization, incident status updates, etc.
• Manage incidents, prepare ticket readiness for resolution (logging, driving, evaluating, troubleshooting, triggering actions, categorizing, prioritizing, etc.), and conduct verification.
• Conduct preliminary investigation and analysis of issues/incidents, collaborate with Incident Engineers or the 3rd line development team to address and fix bugs.

Qualifications
Relevant academic degree in IT or equivalent, i.e. other formal qualification within Computer Science, Software Engineering.
• Experience on IT support, preferably in large/complex organizations. You understand technical problems and react quickly.
• Strong inter-personal skills and you find it easy to interact with people on different organizational levels.
• Team player with good co-operation skills. You possess self-leadership and are able to work round obstacles to achieve results.
• Good documentation skills, including the ability to create clear and comprehensive written content, ensuring accurate record-keeping and effective communication of work-related information.
• Proficient in both spoken and written English and Chinese. Fluency in Chinese is essential for this role, as our primary clientele is connected to Chinese business.

What we offer
• Hybrid/remote work environment - you will be part of a team based in Gothenburg that values collaboration and communication, regardless of location.
• Professional growth - to work with the most talented developers internationally in the industry.
• Modern technology - we invest in the latest technologies and tools, and we encourage our team members to share their ideas and take ownership of their work to form a collaborative environment.
• Innovation - to work on exciting projects that push the boundaries of our industry and make a real impact.
• Commitment to quality - a dynamic and forward-thinking company that values profitable and long-term development quality.

Location
While we have an office in Gothenburg. Our workplace is on the 2nd floor in the most modern building in the Gothenburg - Uni3, which offers the best work environment in this city.

Excited?
If you are excited about being part of a successful team, we encourage you to apply for this position.
Öppen för alla
Vi fokuserar på din kompetens, inte dina övriga förutsättningar. Vi är öppna för att anpassa rollen eller arbetsplatsen efter dina behov.