Arbetsbeskrivning

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 [email protected]

Other information

During the recruitment process background checks will occur.

Kiwa has strict policies against alcohol- and drug use and we apply random testing.

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