L1/L2 Support Engineer

Important: if an employer asks you to log into their system via iCloud or Google, send a code, an SMS or Telegram password, run some code, or install software — refuse. These are signs of fraud.

We are looking for on-site L1/L2 Support Engineers at level 1.

What we offer:

Long Term Project

Contract: B2B

One- site in Copenhagen airport

Key Responsibilities:

Analyze, troubleshoot, and resolve tickets escalated by support level 1 or 2 (internal, external) within SLA or internal OLA.

Reproduce customer issues and document them before escalation to the L3 Software support team.

Provide input on product and customer-specific functionality, configuration, and usage as required.

Design corrective action plans or local workarounds that allow issues to be solved within the SLA.

Document ticket resolution and ensure proper communication or reporting to customers on ticket resolution progress.

Maintain up-to-date support documentation.

Deliver maintenance documentation, operation manuals, test procedures, and test reports.

Carry out on-site administration and preventive maintenance activities.

Perform system upgrades at customer premises during the post go-live period (ramp-up/grace period).

Ensure procedures are correctly implemented.

Maintain IT infrastructure and backend components, including hardware and software.

Participate in integration and test activities on site.

Conduct analysis with guidance from a Customer Success Engineer 2.

Communicate regularly to keep the customer and Service Delivery Managers informed on the progress.

Fill in the Support ticket tracking tool appropriately.

Ensure customer satisfaction in maintenance and support.

Requirements:

3-5 years of experience in a relevant field.

Strong analytical and troubleshooting skills.

Excellent communication skills in a customer-facing environment.

Familiarity with IT infrastructure and backend components.

Ability to work under pressure and manage multiple priorities.

3106–6345$ /month

3106 $ 25%

4159 $ median

6345 $ 75%

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