L1/L2 Support Engineer

emagine; København; On-site; DKK 345,000 - 372,000; Full time

Benefits offered by this job

Long term project

Contract: B2B

Rate: 250-270 euro/day

One-site in Copenhagen airport

Job summary

emagine seeks on-site L1/L2 Support Engineers in Copenhagen to analyze, troubleshoot and resolve tickets with SLA targets. You will reproduce issues, document findings, and escalate to L3 when needed, while contributing to product and customer-specific configurations.

This is a long-term, on-site B2B contract at the Copenhagen airport, offering a daily rate of 250-270 euro. Responsibilities include maintenance, documentation, and close collaboration with Service Delivery Managers.

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 (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 of 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 thinking

Troubleshooting

Communication skills

Working under pressure

IT infrastructure familiarity

Job description

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

What we offer

• Long Term Project
• Contract: B2B
• Rate: 250-270 euro/day
• 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 of 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.