24/7 Network Support Technician – Incident Response

GlobalConnect Oy; København; On-site; DKK 290,000 - 379,000; Full time

Job summary

GlobalConnect Oy is seeking a Service Desk Technician to join a focused team supporting B2B customers with network and security services. You will own incidents from first contact through resolution or handover, communicating clearly with customers and internal teams.

The role requires hands-on troubleshooting, strong English and Danish communication, and the ability to prioritise work according to SLAs while maintaining quality of service.

Qualifications

• Relevant IT/networking education or equivalent experience.
• Experience with network products and understanding of network structures.
• Professional communication skills in Danish and English.
• Experience working with operational cases prioritized by SLAs and business criticality.

Responsibilities

• Receive and handle B2B customer inquiries by phone and systems.
• Own cases and prioritise by severity, SLAs, escalations and criticality.
• Troubleshoot incidents related to network and security products.
• Follow up with customers and suppliers according to SLAs.
• Ensure clear handovers between shifts, colleagues and departments.
• Contribute to quality assurance of customer solutions and participate in meetings as needed.

Skills

IT networking

Network products

Bilingual Danish-English

SLA prioritisation

Education

IT/networking education

Tools

ServiceNow

Cisco equipment

ITIL

Job description

GlobalConnect Oy is seeking a Service Desk Technician to join a focused team supporting B2B customers with network and security services. You will own incidents from first contact through resolution or handover, communicating clearly with customers and internal teams.

The role requires hands-on troubleshooting, strong English and Danish communication, and the ability to prioritise work according to SLAs while maintaining quality of service.