Service Desk Technician

GlobalConnect A/S; Taastrup; On-site; DKK 320,000 - 440,000; Full time

Benefits offered by this job

Enhanced Parental Leave

Flexible work arrangements

Skill development

Pension Plan

Modern Workspaces

Insurance Coverage

Job summary

GlobalConnect A/S is seeking a Service Desk Technician to work hands-on with B2B network operations and help keep critical digital infrastructure running. You will take ownership of customer cases, troubleshoot network-related issues and ensure the right actions are taken when services are affected.

You will join a specialised team at the Copenhagen office, supporting B2B customers in network and security services.

Qualifications

• Relevant IT/ networking education.
• Experience with network products and understanding of network structures.
• Professional communication skills in Danish and English.
• Experience working with operational cases and prioritising based on SLAs and business criticality.

Responsibilities

• 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 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.

Skills

Network products experience

Bilingual Danish/English

SLAs prioritisation

Education

IT/ networking education

Tools

Cisco equipment

Juniper equipment

ServiceNow

ITIL

CCNA

JNCIA

ACMA

Job description

• Applications are considered on a rolling basis
• København
• On-site

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 shifts, 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.

Our recruitment process

• Talent Acquisition Screening Interview


• Hiring Manager interview


• Personality and ability tests feedback and discussion with Talent Acquisition


• References


• 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.

Great Place to Work

• Enhanced Parental Leave: Flexible return options


• Work-Life Balance: Flexible work arrangements


• Learning: Skill development


• Pension Plan: Secure your future


• Modern Workspaces: Inspiring environments


• Insurance Coverage: Your safety net

Work with great people

Ali Karbalaei

Cyber Security Analyst

At GlobalConnect, we have so many amazing and capable people working hard, making sure we uphold the best possible standard of service to our end-customers. I feel privileged to be part of that. The culture is truly open and friendly.

Pia Pernille Rødsten

Network Operations Specialist

To me, the most exciting part is that we are challenged daily. We have a very dynamic workday, and no two days are exactly alike. I find that exciting, challenging and at times also frustrating – but it’s always fun.

Claus Jensen

Senior Field Technician

One of the coolest things I’ve seen is the way people act towards each other here. There are no employees that are more important than others. It is like a big family. I still feel that way, even though we are a much bigger company today than we were when I first joined.

Cecilia Aldrin

Senior Manager, Head of Projects and Inisights

I work with dedicated and very competent colleagues who have a strong will to move forward and have lots of fun on the way. In this culture, I get the opportunity to take a lot of responsibility and the chance to widen my competence and go outside my comfort zone.

About the company

GlobalConnect is one of the leading connectivity providers in Northern Europe. We’re 2000 passionate and talented individuals who want to make a difference, turning our customers’ visions into reality through connectivity. Our goal is to create the best possible conditions for engaged employees, a place where you can develop and grow, and create unforgettable memories and enjoyable experiences.

We have helped develop and digitize societies across the Nordics for more than two decades. Our purpose is what drives us to continue - turning visions into reality by empowering society with connectivity.

Enable \"functional cookies\" to watch the video

Contributing to a better tomorrowBuilding the foundation of a better tomorrow – a digitized and sustainable society.

ExpansiveFast-paced company with high growth ambitions, backed by leading investment company EQT.

InternationalWork and develop in an international environment.

DevelopingWork with and learn from diverse and experienced industry leading professionals.

Emma Johansson | Contact Person