L1/L2 Support Engineer

We are looking for on-site L1/L2 Support Engineers at level 1.

What we offer

• Long Term Project
• Contract: B2B
• Rate: 250-270 euro/day
• One- site in Copenhagen airport

Key Responsibilities

• Analyze, troubleshoot, and resolve tickets escalated by support level 1 or 2 (internal, external) within SLA or internal OLA.
• Reproduce customer issues and document them before escalation to the L3 Software support team.
• Provide input on product and customer-specific functionality, configuration, and usage as required.
• Design corrective action plans or local workarounds that allow issues to be solved within the SLA.
• Document ticket resolution and ensure proper communication or reporting to customers on ticket resolution progress.
• Maintain up-to-date support documentation.
• Deliver maintenance documentation, operation manuals, test procedures, and test reports.
• Carry out on-site administration and preventive maintenance activities.
• Perform system upgrades at customer premises during the post go-live period (ramp-up/grace period).
• Ensure procedures are correctly implemented.
• Maintain IT infrastructure and backend components, including hardware and software.
• Participate in integration and test activities on site.
• Conduct analysis with guidance from a Customer Success Engineer 2.
• Communicate regularly to keep the customer and Service Delivery Managers informed on the progress.
• Fill in the Support ticket tracking tool appropriately.
• Ensure customer satisfaction in maintenance and support.

Requirements

• 3-5 years of experience in a relevant field.
• Strong analytical and troubleshooting skills.
• Excellent communication skills in a customer-facing environment.
• Familiarity with IT infrastructure and backend components.
• Ability to work under pressure and manage multiple priorities.