L1/L2 Support Engineer

Quick Facts

• On-site L1/L2 Support Engineer (level 1)
• Long-term project contract (B2B)
• Contract rate: 250–270 EUR/day
• Location: One-site in Copenhagen airport

Description

Analyze, troubleshoot, and resolve escalated support tickets (internal/external) within SLA/OLA, reproduce customer issues for escalation to L3, and provide input on product functionality, configuration, and usage. Create corrective action plans or local workarounds to resolve issues within SLA, and keep customers and service delivery teams informed with clear communication and documentation.

Responsibilities

• Analyze, troubleshoot, and resolve tickets escalated by support level 1 or 2 within SLA/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.
• Design corrective action plans or local workarounds to solve issues within SLA.
• Document ticket resolution and communicate/report progress to customers.
• 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.
• Ensure procedures are correctly implemented.
• Maintain IT infrastructure and backend components (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.
• 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.

Benefits

• Long term project contract
• B2B rate: 250–270 EUR/day
• One-site in Copenhagen airport