Senior IT Support Specialist, CERTEGO Group

IT Support Specialist

CERTEGO is a leading Nordic provider of complete security solutions. Our skilled and dedicated employees create secure, innovative systems tailored to customer needs. CERTEGO has a presence in 70 locations in the Nordic region, with over 1,200 employees and sales of over EUR 210 million. CERTEGO provides design , installation and complete security solutions throughout the lifecycle of a building. This includes everything from services to projects and even key management in our shops.

We are now seeking a highly skilled and technical IT Support Specialist to join our brand-new team and help build our service desk function. You will be responsible for providing exceptional technical support and assistance to our end-users, while working closely with other technical teams in Nordics to establish and refine service desk processes and procedures. The IT Support Specialist will be the first point of contact for end-users and will be responsible for resolving issues, escalating problems when necessary, and keeping end-users informed throughout the resolution process.

Key Responsibilities

• Provide first-line technical support to end-users, responding to requests for assistance via telephone, email, and other channels
• Record all incidents and service requests in the service management system, ensuring that accurate and complete information is captured
• Analyze, troubleshoot, and diagnose technical problems, providing timely and effective solutions to restore service to end-users
• Escalate incidents and service requests to other teams and specialists when necessary, following established procedures
• Monitor progress of incidents and service requests, ensuring that end-users are kept informed of status updates and estimated resolution times
• Ensure that all incidents and service requests are resolved within agreed service level agreements (SLAs)
• Work with other teams and departments to identify and resolve recurring issues and contribute to knowledge base articles to improve service delivery. You will also work with our vendors and suppliers
• Help establish and refine service desk processes and procedures, working closely with other technical teams & partners to ensure efficiency and effectiveness
• Participate in knowledge transfer and training sessions to continuously improve technical knowledge and skills
• Participate in IT-related projects and enforce new features, policies, and standards

Requirements

• A degree in computer science or a related field, or relevant work experience
• Proven experience in providing technical support and assistance to end-users
• Strong problem-solving skills, with the ability to analyze complex technical problems and provide effective solutions
• Excellent communication skills, with the ability to explain technical concepts to non-technical users
• Ability to work well under pressure and prioritize workloads to meet deadlines
• Experience with service management systems and ITIL processes
• Knowledge of operating systems, networks, and hardware
• Experience with remote desktop support tools
• Fluent in Finnish and English
• A driver’s license (B)

We wish you have experience with the following Windows Server, Active Directory, Azure Active Directory, Microsoft 365, Intune/SCCM, Meraki, TeamViewer, SSO SAML, Remote Desktop Protocol, Freshservice

Why Certego?

The Core Values of CERTEGO

• I take responsibility.  Taking responsibility always starts and ends with me as an individual. When each of us takes responsibility, we can do great things together.
• We always want to be better.  Being the best is not a state, it is a process. We always want to learn and improve to be the best team and partner for our customers.
• Together we make it easy

We believe in cooperation. We are the best when our various experts work together as ONE CERTEGO. It should be easy, safe and enjoyable to work with us!

We want to build the best teams and we do this best by including people with different skills, personalities and backgrounds . At CERTEGO, we work actively with diversity and inclusion and strive to prevent and prevent all forms of discrimination.

What we offer:

• Development opportunities
• Education that develops through CERTEGO Academy
• A job with meaning - together we create safer society.
• Competitive salary
• ePassi welfare & lunch benefit
• Bicycle benefit
• Phone benefit
• Extensive occupational healthcare
• Free gym in Vantaa
• Hybrid / remote working possibilities

Additional information

• Location of the position is Vantaa, Finland.
• Some travel may be required.

Please apply via the link above and attach your CV and cover letter by June 23, 2024.

Wise IT Finland is supporting Certego Group in this recruitment. If you recognize yourself in this job description, we would be excited to meet you. If you have any questions regarding this role, please contact us:

Tiia-Liina Aavisto, IT Recruitment Consultant, ,

For Certego Group positions located in Finland, a security background check may be performed for those selected in accordance with the company recruitment guidelines.

CERTEGO Group are experts in access and monitoring solutions in the Nordic Region. Our committed employees design, install and manage sustainable and smart solutions including locks, access control, cameras and alarms - complete security solutions throughout the lifecycle of a property.