1st Line Support Analyst

We're looking for a 1st Line Support Analyst to join our team. This is a remote role. We want someone who stays calm with frustrated users and keeps good notes in the ticket. Our team is spread across 17 countries. Headquarters is in Uppsala. We hire in Poland through an employer of record, so this is a regular full-time job with local payroll and statutory benefits.

Key responsibilities

• Keep ticket notes and time entries up to date
• Install and update approved software and remove anything unlicensed
• Write and update knowledge base articles for common problems
• Respond to tickets, calls, chats and walk-ups through ServiceNow, Jira Service Management or Freshservice
• Support desk phones and softphones in Teams Phone, RingCentral or Zoom Phone
• Set up new hires with accounts, equipment and access on day one, and collect equipment from leavers
• Reset passwords, clear account lockouts and re-register MFA in Active Directory and Entra ID
• Image, deploy and recover Windows 11 and macOS laptops using Intune, Autopilot or Jamf

Requirements

• 0-2 years of help desk or desktop support experience
• Experience with Active Directory user and group management
• CompTIA A+ certification or equivalent hands-on experience

What you get

• 20 days paid time off
• Co-working space stipend
• Health insurance through our employer-of-record partner
• Performance bonus
• Annual team retreat

A bit about us

Most of our work is B2B: lead generation, content marketing and HubSpot setup.

Due to the number of applications, only shortlisted candidates will be contacted.

The posting will close once we have a strong shortlist.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Wikström Reklambyrå.