Service Desk Technician

GlobalConnect Group; København; On-site; DKK 420,000 - 520,000; Full time

Job summary

GlobalConnect Group in Copenhagen is seeking a hands-on Service Desk Technician to support B2B network operations and keep critical infrastructure running. You will own customer cases from first contact through resolution, troubleshoot network issues, and ensure effective handovers within a specialised team.

The role combines technical troubleshooting with customer communication, prioritising cases by severity and SLAs.

Qualifications

• IT/ networking education relevant to role.
• Experience with network products and understanding of network structures.
• Professional communication skills in Danish and English.
• Experience handling operational cases with SLA prioritisation.

Responsibilities

• Receive and handle B2B customer enquiries by phone and through systems.
• Take ownership of cases and prioritise by severity and SLAs.
• Troubleshoot incidents and alarms related to network and security products.
• Follow up with customers and suppliers per agreed SLAs.
• Ensure clear handovers between shifts and departments.
• Contribute to QA of customer solutions and participate in customer meetings.

Skills

Network products experience

Communication (Danish & English)

SLA prioritisation

Education

IT/ Networking education

Tools

Cisco devices

Juniper devices

ServiceNow

ITIL knowledge

CCNA/JNCIA/ACMA certs

Job description

Service Desk Technician

Would you like to work hands-on with B2B network operations and help keep critical digital infrastructure running? In this role, you will take ownership of customer cases, troubleshoot network-related issues and make sure the right actions are taken when services are affected.

What you need to succeed

• Relevant education in IT/ networking.
• Experience working with network products and a good understanding of network structures.
• Professional communication skills in both Danish and English.
• Experience working in a structured way with operational cases, where you prioritise according to SLAs and business criticality.

About the role and the team

You will join a specialised team supporting GlobalConnect’s B2B customers within network and security services. Based primarily at our Copenhagen office, you will work closely with colleagues to solve incidents, share knowledge and ensure effective handovers.

The role combines technical troubleshooting with customer communication. You will be responsible for keeping cases moving from the first contact through follow-up, resolution or the correct handover.

The role follows a planned 24/7 shift rotation with a mix of daytime, evening and night shift s, including evening shifts around 15–23 and night shifts around 23–07. Weekend shifts are also part of the rotation.

The schedule is planned in advance and includes longer periods of consecutive days off, including full weeks off at certain points in the rotation. This gives you a combination of varied working hours and longer stretches of time away from work.

What you’ll be working on

• Receive and handle B2B customer enquiries by phone and through our systems.
• Take ownership of cases and prioritise them according to severity, SLAs, escalations and business criticality.
• Troubleshoot and work proactively with incidents and alarms related to network and security products.
• Follow up with customers and suppliers in accordance with agreed SLAs.
• Ensure clear handovers between shifts, colleagues and departments.
• Contribute to quality assurance of customer solutions and participate in customer meetings when needed.

Who we are looking for

You enjoy combining technical problem-solving with customer contact and take responsibility for moving your cases forward. You can maintain an overview when priorities change or a customer situation becomes critical, and you communicate technical information clearly to people with different levels of technical knowledge.

Experience from telecommunications or IT would be useful, as would knowledge of SD-WAN, Layer 2 and Layer 3. Experience with Cisco, Juniper or similar network equipment, ServiceNow, ITIL or network certifications such as CCNA, JNCIA or ACMA would also be an advantage.

Does this sound like you? If so, we would love to hear from you.

Our recruitment process

1. Talent Acquisition Screening Interview
2. Hiring Manager interview
3. Personality and ability tests feedback and discussion with Talent Acquisition
4. References
5. Final alignment meeting

Practical information

• Location: Copenhagen.
• The role is primarily office-based.
• GlobalConnect does not offer relocation packages or work visa sponsorship for this role.
• You will get the opportunity to work with B2B network and security services, take ownership of operational customer cases and collaborate closely with colleagues in a specialised team.