Senior Technical Support Analyst

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

Job DescriptionWe are looking for a Senior Technical Support Analyst to join our team in Gothenburg.The Senior Technical Support Analyst provides advanced Level 2/3 IT support across the enterprise, acting as an escalation point for complex technical issues. Ensures end users have reliable workplace technology, supports hardware/software deployments, drives service improvements, and mentors less experienced team members.Key ResponsibilitiesProvide 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.Required QualificationsProven 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.Preferred QualificationsExperience working in a large multinational or enterprise IT environment.Experience mentoring support teams and leading small technical projects, deployments, or migrations.Knowledge of Microsoft Intune, Autopilot, Active Directory, Azure AD, or similar endpoint management technologies.Experience with desktop imaging, scripting, automation, PowerShell, or application packaging.Knowledge of IT asset management, hardware/software lifecycle management, and procurement processes.Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPN, Wi-Fi, and LAN/WAN environments.Experience supporting VIP users, meeting room technologies, and customer-facing onsite support.ITIL knowledge or certification and Swedish language skills are advantageous.#LI-AB3What’s in it For You?Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected.Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.Making a Real-World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.About UsThomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news.We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments. At a time when objectivity, accuracy, fairness, and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace.We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law. More information on requesting an accommodation here .Learn more on how to protect yourself from fraudulent job postings here .More information about Thomson Reuters can be found on thomsonreuters.com.