IT Support Technician with Mac Expertise - 2nd Line

We are now seeking an engaged and knowledgeable support technician for our 2nd line IT Service Desk group. In this role, you will play a central part in ensuring our colleagues receive the IT support and service needed for smooth business operations. About the Position As part of our IT Service Desk, you will be responsible for 2nd line support, account management, client platforms, and applications. You will also participate in incident coordination during critical IT events. Our external 1st line support is managed by a partner whom you will support and collaborate with as needed. The role also includes working at our walk-in desk at the Gothenburg office and providing some support at our other regional offices. Primary Work Tasks - Provide technical support to both 1st line and internal colleagues - Work with account management and user administration - Write and update knowledge articles, procedures, and instructions - Participate in incident management and coordination during IT disruptions - Support both PC and Mac users, as well as Android and iPhone devices - Participate in rotating schedules across service desk functions - Perform technical support related to IT equipment on vehicles - Travel to local offices may be required as needed Who Are You? We are seeking candidates with: - Several years of IT support experience, both 1st and 2nd line - Experience working with ITIL framework (certification not required) - Knowledge of Windows 11, Intune, Azure - Experience in PC/Mac environments and Android/iPhone - Strong Swedish language skills, both spoken and written - Experience in documentation such as procedures, guides, and knowledge articles - Familiarity with ticketing systems, preferably ServiceNow - Experience with incident coordination - Meritorious: experience in public sector and good understanding of IT security Personal Characteristics We are looking for someone who is: - Service-oriented, social, and helpful - Structured and detail-oriented - Driven and curious about new technology - Comfortable in a dynamic environment and enjoys contributing to improvements - Able to prioritize, collaborate, and create order in complex situations You will become an important part of a team in an exciting development stage — here you'll have the opportunity to contribute your expertise and influence future work methods. About the Organization This consultant role is ideal for those wanting to quickly gain broad experience. We offer you the chance to work at popular workplaces with well-known brands where you can develop your skills and expand your CV. You will thrive as a consultant if you seek a world of exciting assignments and new networks. Your consultant manager will be by your side, acting as a sounding board and supporting you in succeeding in your assignments. We want you to feel good and enjoy working with us at Poolia. Therefore, we offer wellness contributions, discounts on various fitness facilities, and regularly organize social activities. Of course, your employment at Poolia is covered by collective agreements.