L1/L2 Support Engineer

Talanto; København; Hybrid; DKK 223,000 - 455,000; Full time

Job summary

Talanto is seeking on-site L1/L2 Support Engineers for a long-term project at a single site in Copenhagen Airport. The role focuses on analyzing, troubleshooting, and resolving tickets, documenting issues, and providing feedback for product and customer-specific configurations.

The ideal candidate has 3–5 years of relevant experience, strong analytical and communication skills, and familiarity with IT infrastructure. The position is on-site in Copenhagen with a B2B contract.

Qualifications

• 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.

Responsibilities

• Analyze, troubleshoot, and resolve tickets escalated by support level 1 or 2 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.
• 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.

Skills

Analytical skills

Troubleshooting

Communication

IT infrastructure

Job description

Important: if an employer asks you to log into their system via iCloud or Google, send a code, an SMS or Telegram password, run some code, or install software — refuse. These are signs of fraud.

We are looking for on-site L1/L2 Support Engineers at level 1.

What we offer:

Long Term Project

Contract: B2B

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.

3106–6345$ /month

3106 $ 25%

4159 $ median

6345 $ 75%