Global Support Specialist Technical Support

Project role:

Global Support Specialist Technical Support

Scope and range:

1 FTE needed during the period Juni 2025 – Dec 2025

Role description and objectives:
• Receive and handle cases that come via the relevant support group as well make sure that our users use the right way to get proper support and be a promoter / face of IT towards the business.

• Prioritize and categorize cases based on the relevant priority matrix.

• Visit the users on the site who need support where remote control from the service desk does not work or is sufficient and convey cases to others in 2-line and to 3-line units within IT where our service frames run out.

• Order computers, telephones and accessories for the local IT warehouse as well as for the common functions from our standard range.

• Deliver hardware to the users and our common functions on each site.

• Prepare computers and install programs and accessories.

• Document cases in the Knowledge database and in the case management system for both end users and IT resources

• As an Onsite technician, you contribute to ensuring that the volumes at each site are within the expected service level

• Work with logging of incidents and service requests to be able to make good analyses and targeted interventions through good data.

• Ensure that we have accurate records through active record keeping

• Work as cost-effectively as possible for the same service and results regardless of site. Work actively with improvement work

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Key responsibilities of this role:

Experience in Technical Support. Experience from troubleshooting computers and servers in a network environment. You must be able to put yourself in the user's situation in a professional and educational way. In addition, you must be service-oriented, social and accommodating. Sometimes it can be fast-paced and high-load, so you must be stress-resistant, able to make quick decisions and be able to prioritize

· High sense of service

· Responsible

· Stress resistant

· Flexible,

· Ability to take initiative

· Ability to prioritize

· Can work as effectively independently as in a team

· Multitasking

· Documentation skills

· You express yourself well both orally and in writing, both in Swedish and in English

· Change & Improvement mindset

· Good communicator and find it easy to create and maintain good relationships.

Skills and experience required:

· Active Directory, EntraID and Intune.

· Clients and servers with different versions of Windows as operating system

· MS Office

· Printers and print management

· Mobile telephony and mobile devices/tablets

· Manage and troubleshoot computers via remote control software.

· Lead/participate in projects

· Knowledge of the paper industry and production-related IT function is meritorious.

· Lead/participate in a test plan

· Have basic knowledge of IT

· Be familiar with methods, models and frameworks applied within Billerud

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Location and Mobility:
Location is Gruvön

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