IT Support Technician

European Spallation Source ERIC; Lunds kommun; On-site; SEK 357,000 - 469,000; Full time

Job summary

European Spallation Source ERIC is seeking an IT Helpdesk technician to join a five‑person IT team. Based at the ESS Campus in Lund, Sweden, you will handle incidents and service requests, deploy laptops and workstations, and provide end‑user support at the service desk, remotely, by phone, and on site.

The successful candidate will have at least two years in IT support, experience with Windows, macOS, and basic Linux, plus familiarity with Active Directory and Microsoft 365.

Qualifications

• Minimum 2 years of relevant IT Support or equivalent education.
• Experience providing IT Support to users in a larger company.
• Strong knowledge of Mac OS, Windows, iOS and Linux distributions as an administrator or power user.

Responsibilities

• Provide on-site, remote, and phone IT support at the service desk.
• Manage and resolve incidents and service requests in the case management system.
• Deploy and configure laptops and mobile devices and manage replacements.
• Install and configure workstations used across the ESS site.
• Diagnose and resolve computer hardware and software problems.
• Troubleshoot operating-system and driver issues.
• Troubleshoot user accounts, passwords and permissions.
• Troubleshoot basic network-related problems.
• Troubleshoot basic issues with meeting room equipment and connections.
• Troubleshoot printers and connection issues.
• Handle IT assets, equipment inventories and lifecycle management.
• Collaborate with your team and other functions to solve issues.

Skills

IT Helpdesk

Windows

macOS

Linux

Active Directory

Microsoft 365

Customer service

Documentation

Team collaboration

Phone support

Tools

Case management system

Remote desktop tools

Job description

The European Spallation Source (ESS) is one of the largest science and technology infrastructure projects being built today. ESS will soon be the world’s most powerful source of neutrons, providing researchers with unique opportunities to explore the structure of materials at the atomic level. Neutron scattering at ESS will address critical questions in physics, chemistry, geology, materials science and life science.

About the role

As a valued member of our IT Helpdesk team consisting currently of 5 colleagues, you will play a central role in ensuring smooth and effective IT Support at ESS. Your primary responsibilities will include resolving incidents and service requests, either registered in our ticket system or reported directly by users visiting the IT Helpdesk. Collaborating closely with your colleagues you will tackle a variety of tasks such as installations, installations and maintenance of laptops and workstations, support of equipment, systems and applications.

To thrive as an IT Support technician at ESS, you bring a natural flair for service and enjoy delivering quality and long-term solutions. You are equally comfortable working independently or as part of a team, and you appreciate and understand the importance of structured processes and thorough documentation. You value the opportunity to learn new things and enjoy working in a fast-paced organisation. Your responsiveness to user inquiries and enthusiasm for interacting with people will be key to your success in this role.

This is a full-time permanent position with a 6 months' probationary period based at the ESS Campus in Lund, Sweden.

Day-to-day, you will:

• Support users directly at the physical IT service desk, remotely or by phone
• Manage and resolve service requests and incidents registered in case management system
• Deploy and configure laptops and mobile devices and manage replacements
• Install and configure workstations used across the ESS site
• Diagnose and resolve computer hardware and software problems
• Troubleshoot operating-system and driver issues
• Troubleshoot user account, password, permissions and accesses
• Troubleshoot basic network-related problems
• Troubleshoot basic issues with meeting rooms equipment and connections
• Troubleshoot printers and connection issues
• Handle IT assets, equipment inventories and lifecycle management
• Collaborate with your team and other functions to solve issues

About you:

• Minimum 2 years of relevant professional experience in IT Support and IT service desk, or a comparable technical support function or equivalent education
• Experience providing IT Support to users in a larger company
• Practical experience with installations, configurations, diagnosing and resolving issues with Windows- and macOS based laptops and workstations, peripherals and connectivity issues. Practical experience with Linux is an advantage
• Experience in advanced hardware troubleshooting of laptops and workstations
• Experience supporting specialized workstations like scientific workstations is an advantage
• Strong knowledge in Mac OS, Windows, iOS and preferably Linux distributions as an administrator or power user
• Experience with meeting room support and troubleshooting (Crestron- and Poly control systems)
• Experience with Microsoft Active Directory, and Microsoft 365
• Experience with Microsoft Active Directory, and Microsoft 365
• Experience contributing to knowledge bases and technical documentation
• Proven ability to communicate technical matters clearly to users with different levels of technical knowledge

Certain roles at ESS require enhanced security screening processes, which will be performed as part of the recruitment and onboarding process.

We look forward to receiving your application!