Freelance Onsite Support Technician 1st / 2nd Level Support ( m/w/d)

Everience is an international consulting group delivering AI-augmented digital services and placing people at the heart of the AI revolution.

With a presence in Europe, Africa, Asia and America, Everience offers its 4,000-strong workforce the most demanding and stimulating environment in which to transform and develop their skills, learning about new AI-based roles and building their future employability.

Through its Symbiotic Academy the group offers a unique hub for training, practical application and exchange where everyone can experiment, learn, and progress in the fields of artificial intelligence and data.

In accordance with its core purpose of orchestrating the symbiotic relationship between humans and AI in the workplace, Everience is making the augmented employee the driving force of a “symbiotic age”, where AI enhances talents and opens up new career opportunities.

Context : 

We are looking for a Freelance OSS Technician L1/L2, based in Lysaker, to support its IT operations on a part-time basis (two days per week). In this role, you will provide operational support within OSS environments and handle incidents and service requests.

Key Responsibilities : 

• Provide Level 1 and Level 2 technical support for OSS systems and end users
• Diagnose, troubleshoot, and resolve technical incidents efficiently
• Manage user requests end-to-end, ensuring follow-up until full resolution
• Escalate complex or critical issues to Level 3 support teams when necessary
• Document incidents, procedures, and resolutions accurately in the ticketing system
• Ensure strict compliance with SLA commitments and ITIL processes
• Collaborate closely with local and international IT teams

Required Skills & Experience :

• Proven experience in L1/L2 IT or OSS support
• Hands-on experience with ticketing tools (Jira Service Management and/or ServiceNow)
• Solid understanding of ITIL frameworks and best practices
• Ability to work independently in a critical production environment
• Strong communication, prioritization, and problem-solving skills

All our positions are open to people with disabilities