L1/L2 Support Engineer

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.