We are looking for on-site L1/L2 Support Engineers at level 1.
What we offer:
Long Term Project
Contract: B2B
Rate: 250-270 euro/day
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.