Senior IT Support Lead – L2/L3 & Hybrid Work

Refinitiv; Göteborgs kommun; Hybrid; SEK 700,000 - 1,000,000; Full time

Benefits offered by this job

Hybrid work model

Flexible vacation

Mental Health days

Headspace access

Retirement savings

Tuition reimbursement

Employee incentives

Job summary

Thomson Reuters is seeking a Senior Technical Support Analyst to join our Gothenburg team. You will provide advanced Level 2/3 IT support, act as escalation point, and mentor teammates while driving workplace technology projects.

You will lead deployments and improve documentation, processes, and automation. Strong English communication and IT leadership are essential in a global, hybrid work environment.

Qualifications

• Proven experience in IT desktop support, end-user computing, or enterprise technical support environments.
• Strong experience providing Level 2 and/or Level 3 support for hardware, software, operating systems, and network connectivity.
• Advanced knowledge of Windows desktop environments, business applications, endpoint devices, and workplace technologies.
• Experience troubleshooting complex hardware and software issues and resolving performance or connectivity problems.
• Experience with ticketing systems, incident management, problem management, and change management processes.
• Experience supporting IT deployments, migrations, operating system rollouts, or workplace technology projects.
• Strong documentation, communication, customer service, and stakeholder management skills.
• Ability to mentor others, work independently, prioritize competing demands, and communicate effectively in English.

Responsibilities

• Provide advanced second and third level support for desktop, hardware, software, operating system, and network connectivity issues.
• Act as a technical escalation point, troubleshooting complex incidents and driving issues through to resolution.
• Support hardware lifecycle activities, including installation, upgrades, replacements, imaging, and asset management.
• Lead or contribute to enterprise hardware/software deployments, migrations, upgrades, and workplace technology projects.
• Develop, maintain, and improve technical documentation, knowledge base articles, support processes, and automation solutions.
• Evaluate and recommend technology solutions, including non-standard hardware, software, and workplace tools.
• Provide technical leadership, mentoring, and guidance to junior team members and project teams.
• Collaborate with business stakeholders and IT teams to deliver solutions, manage changes, communicate risks, and maintain high service levels.

Skills

IT desktop support

End-user computing

Level 2/3 support

Windows

Networking

Documentation

Mentoring

English communication

Tools

Intune

Autopilot

Active Directory

Azure AD

PowerShell

Imaging

Job description

Thomson Reuters is seeking a Senior Technical Support Analyst to join our Gothenburg team. You will provide advanced Level 2/3 IT support, act as escalation point, and mentor teammates while driving workplace technology projects.

You will lead deployments and improve documentation, processes, and automation. Strong English communication and IT leadership are essential in a global, hybrid work environment.