Job at a glance
Job Description We are looking for a Senior Technical Support Analyst to join our team in Gothenburg. The Senior Technical Support Analyst provides advanced Level 2/3 IT support across the enterprise, acting as an escalation point for complex technical issues. Ensures end users have reliable workplace technology, supports hardware/software deployments, drives service improvements, and mentors less experienced team members.
Key Responsibilities Provide advanced second and third level support for desktop, hardware, software, operating system, and network connectivity issues. Act as a technical escalation point, troubleshooting complex incidents and driving issues through to resolution. Support hardware lifecycle activities, including installation, upgrades, replacements, imaging, and asset management. Lead or contribute to enterprise hardware/software deployments, migrations, upgrades, and workplace technology projects.
Develop, maintain, and improve technical documentation, knowledge base articles, support processes, and automation solutions. Evaluate and recommend technology solutions, including non-standard hardware, software, and workplace tools. Provide technical leadership, mentoring, and guidance to junior team members and project teams. Collaborate with business stakeholders and IT teams to deliver solutions, manage changes, communicate risks, and maintain high service levels.
Required Qualifications Proven experience in IT desktop support, end-user computing, or enterprise technical support environments. Strong experience providing Level 2 and/or Level 3 support for hardware, software, operating systems, and network connectivity. Advanced knowledge of Windows desktop environments, business applications, endpoint devices, and workplace technologies. Experience troubleshooting complex hardware and software issues and resolving performance or connectivity problems.
Experience with ticketing systems, incident management, problem management, and change management processes. Experience supporting IT deployments, migrations, operating system rollouts, or workplace technology projects. Strong documentation, communication, customer service, and stakeholder management skills. Ability to mentor others, work independently, prioritize competing demands, and communicate effectively in English.
Preferred Qualifications Experience working in a large multinational or enterprise IT environment. Experience mentoring support teams and leading small technical projects, deployments, or migrations. Knowledge of Microsoft Intune, Autopilot, Active Directory, Azure AD, or similar endpoint management technologies. Experience with desktop imaging, scripting, automation, PowerShell, or application packaging.
Knowledge of IT asset management, hardware/software lifecycle management, and procurement processes. Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPN, Wi-Fi, and LAN/WAN environments. Experience supporting VIP users, meeting room technologies, and customer-facing onsite support. ITIL knowledge or certification and Swedish language skills are advantageous. #LI-AB3 What’s in it For You?
Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected. Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset.
This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance. Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions. Our G