Service Desk Engineer 1st and 2nd line to Solna
Kiwa Sweden AB / Supportteknikerjobb / Solna
2025-07-04
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Sundbyberg,
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hela Sverige Visa alla jobb hos Kiwa Sweden AB i Solna,
Västerås,
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Örebro eller i
hela Sverige About the role
Kiwa's Nordic Hub IT is seeking a Service desk engineer to join our team in Solna, Stockholm. You will work in combined role as 1st and 2nd line support. In this hands-on role, you'll be responsible for providing both initial and escalated technical support to end-users within the organization The role includes resolving a wide range of IT issues across hardware, software, and networking domains, ensuring minimal disruption to business operations. This position requires excellent technical acumen, a strong customer service mindset, and the ability to manage incidents from start to finish.
Key Responsibilities
1st Line Support
• Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing systems.
• Log, classify, and prioritize incoming incidents and service requests using ITSM tools (e.g., ServiceNow, TOPDesk).
• Provide basic troubleshooting and resolution for common issues such as: Password resets and account lockouts
Printer and peripheral issues
Email and calendar problems (Outlook, M365)
Connectivity problems (Wi-Fi, VPN)
Application login or usage issues
• Escalate unresolved issues to 2nd Line or relevant technical teams, ensuring proper documentation.
2nd Line Support
• Take ownership of more complex or escalated issues from 1st Line Support.
• Perform deeper troubleshooting of operating systems (Windows), application errors, and workstation performance issues.
• Support on-site and remote users, providing advanced assistance in areas such as: User account administration (Active Directory, Azure AD)
Desktop imaging and deployment
Hardware diagnostics and replacements
Mobile device management (MDM)
Software installations and patching
• Liaise with 3rd party vendors when necessary.
• Document solutions in the knowledge base for future reference.
Who are you:
• Degree or diploma in IT, Computer Science, or related field (or equivalent experience)
• 1-3 years of experience in an IT support or service desk role, ideally covering both 1st and 2nd Line responsibilities
• Certifications preferred: Microsoft Certified: Modern Desktop Administrator, ITIL Foundation
Technical Skills
• Strong understanding of Windows 10/11 operating systems
• Experience with Microsoft 365, Teams, Exchange Online, MS Dynamics365 CE & FO
• Active Directory, Group Policy, and user provisioning
• Remote support tools (e.g., AnyDesk, TeamViewer, SCCM)
• Networking basics (TCP/IP, DNS, DHCP, VPN troubleshooting)
• Experience with service management platforms and ticketing systems
Soft Skills
• Excellent verbal and written communication
• Ability to explain technical issues to non-technical users
• Strong analytical and problem-solving skills
• Time management and the ability to handle multiple priorities
• Patience, empathy, and a customer-first attitude
What can you expect from us in return?
At Kiwa, we deliver results driven by our core values: Ambitious, Reliable, and Engaged the principles that guide how we work with colleagues, customers, and everyone we encounter. We are committed to fostering personal development, encouraging you to be ambitious, explore new ideas, and contribute to making the world a safer, more sustainable place. Here, you'll thrive in a dynamic environment with ample opportunities for growth and self-development.
As an equal opportunity employer, Kiwa celebrates diversity and is dedicated to building an inclusive, supportive workplace. We embrace flexibility in hiring talented individuals from all backgrounds globally, ensuring a work environment free from prejudice, discrimination, and intimidation. Inclusivity and equality are core to who we are, and we uphold these values without exception.
How to apply
Apply on our website.
Due to summer vacations we will proceed with this recruitment process in beginning of august.
If you have any questions about this role please e-mail Nordic Hub IT Manager
fatah.muhammad@kiwa.com Other information
During the recruitment process background checks will occur.
Kiwa has strict policies against alcohol- and drug use and we apply random testing.
Öppen för alla
Vi fokuserar på din kompetens, inte dina övriga förutsättningar. Vi är öppna för att anpassa rollen eller arbetsplatsen efter dina behov.
Så ansöker du Sista dag att ansöka är 2025-08-31
Klicka på denna länk för att göra din ansökan Omfattning Detta är ett heltidsjobb.
Arbetsgivare Kiwa Sweden AB (org.nr 556190-5935),
http://www.kiwa.se Råsundavägen 12 (
visa karta)
169 67 SOLNA
Jobbnummer 9418751