Denmark Job Openings

Cision

IT Support Engineer

Copenhagen

August 22, 2024

The IT Support Engineer is a global technical & customer service role that provides L2 end-user support and participates in various technology initiatives & projects. Your duties will include the day-to-day support of internal end-users globally, addressing incidents & requests, mostly from users based locally in Denmark. You will be providing remote and deskside support for Windows, Apple and Linux users and help maintain & manage end user services and devices. You will be an integral member of a global IT team, spanning 40+ countries in nearly every part of the world. You’ll guide, assist & support end users with various situations, answer technology related questions and have an opportunity to work with various teams and learn new technologies. Above all, this is a customer service role in which the quality and timeliness of end user support is paramount.
Core job responsibilities:
    • Provide a high level of customer service & end user support
    • Provide remote and desktop support across the globe
    • Provide VIP\Executive level support
    • Utilize our ITSM platform to categorize, prioritize and escalate issues as necessary
    • Take ownership of issue\request through resolution or escalation
    • Analyze hardware and software problems, troubleshoot per approved procedures
    • Participate in project related activity in varying capacity
    • Perform hardware and software setup, configuration, and testing per current standards and approved procedures
    • Help create and maintain system support documentation
    • Help with procurement and management of hardware and software licenses
Experience and Requirements:
    • 2 + years of experience in Microsoft Windows, Apple, network troubleshooting & web-based application support
    • 2 + years of experience in providing desk side and remote support
    • Knowledge of ITIL methodologies preferred but not necessary
    • Strong experience and understanding of Office365 & Share Point.
    • Some experience in Windows and Apple deployment technologies
    • Experience in working with Jira Service Manager preferred but not necessary
    • Strong remote end user support experience
    • Experience in working with Okta or similar SSO technologies
    • Bachelor’s degree in computer science or related field is advantageous
Attributes:
    • Strong interpersonal skills and thoughtful and effective communicator
    • Ability to stay calm and professional under pressure
    • Excellent analytical and problem-solving skills
    • Excellent time management and organization skills
    • High aptitude and interest in learning new technologies
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