Senior Support Engineer dealing with complex technical inquiries while supporting the 2nd Level Support at Delegate Technology. Collaborating closely with the Core Products Team and analyzing system behavior.
About the role
- Support Engineer providing high-quality technical support via email, phone, and live communication for Secomea customers. Collaborating with colleagues to improve service and customer experience.
Responsibilities
- Provide high-quality technical support via email, phone, and live communication.
- Help customers solve issues and understand the platform.
- Collaborate closely with colleagues across Support, NOC, and Platform teams.
- Contribute to continuous improvement of internal documentation and knowledge sharing.
- Handle daily customer inquiries through the ITSM system, phone, and email.
- Perform initial troubleshooting and resolve common issues independently.
- Escalate advanced cases to 2nd or 3rd level support based on internal guidelines.
- Provide timely updates and follow-ups.
Requirements
- Education in IT Support, network engineer, Automationsteknolog, It-teknolog or similar technical background preferred.
- Strong curiosity for networking and IT is required.
- Experience from a similar support/helpdesk or similar customer service role.
- Solid understanding of network protocols such as TCP/UDP and IP configuration is a plus.
- Familiarity with ITIL practices and support processes is a plus.
- Fluency in Danish and English is required (written and verbal).
Benefits
- Supportive work community
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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