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Exciting Opportunity for 1st / 2nd Line Support at Innovative IT Startup in Oslo!

Are you looking to kickstart your career in IT support with a dynamic startup? We're seeking a motivated individual to join our team as a 1st / 2nd Line Support in Oslo. In this role, you'll have the chance to gain hands-on experience, tackle challenges, and grow alongside our company.

Key Responsibilities:

- Provide 2 hours of support daily to address user inquiries and technical issues.
- Assist with bug fixing to ensure smooth operation of our systems.
- Organize and tidy up the system for improved efficiency.
- Familiarize yourself with our product, eventually becoming an expert capable of answering all questions independently.
- Grow professionally within the role, taking on new responsibilities and challenges as you progress.
- Be a "potato" - a versatile team player willing to adapt and contribute wherever needed.

Requirements:

- Strong problem-solving skills and a passion for technology.
- Excellent communication abilities, both verbal and written.
- Ability to work independently and collaborate effectively within a team.
- Eagerness to learn and grow within a fast-paced startup environment.
- Fluency in Norwegian and proficiency in English.

If you're ready to dive into the world of IT support, gain valuable experience, and be an integral part of our growing startup, apply now! Join us and become a vital member of our team as we innovate and thrive together.

Key Responsibilities
* Customer Support Excellence: Provide expert-level support for complex customer issues, ensuring high-quality and timely resolution. Analyze support tickets and feedback to identify trends and areas for improvement in product features and user documentation.
* Team Leadership and Development: Act as a primary point of contact and a source of inspiration for more junior team members. Provide ongoing mentorship, training, and support to enhance team performance and personal development. Foster a collaborative team environment that encourages knowledge sharing and problem-solving and contribute actively.
* Process Implementation and Optimization: Collaborate with internal key stakeholders to identify areas for process improvements within the support framework. Lead the implementation of new processes and tools to increase efficiency, reduce resolution times, and improve customer satisfaction. Regularly review and refine support processes to adapt to changing business needs and technologies.
* Cross-functional Collaboration: Serve as a liaison between the support team and cross-functional teams, including application owners, product development, sales, and marketing. Facilitate communication and project coordination to ensure that the support team is aligned with broader company objectives and product updates.

Qualifications:
* Technical proficiency and the ability to grasp complex product knowledge quickly.
* A customer-centric mindset.
* Excellent communication and interpersonal skills.
* Strong background in process implementation and optimization, with a track record of improving team efficiency and customer satisfaction.
* Ideally proven experience in a leadership role within customer support or technical support environment.
* Development experience: JavaScript
* Language experience: Spanish native speaker, C1/C2 English

Job Responsibilities

• IT systems and network monitoring and maintenance
• Hardware and server room maintenance
• IT inventory and documentation maintenance
• Communicate with Head Office to raise support requests and report incidents
• Compile guidelines and SOP for IT counterparts
• Ad-hoc projects and tasks
• 1st level user support for backend office users and on-site users

Job Requirement

• Higher Diploma in Computer Science or related IT disciplines
• Minimum 2 years experience in user and IT systems support (O365, Windows OS)
• Experience in IT administration and networking
• Good analytical and troubleshooting skills
• Good command of English and Chinese

Responsibilities :

• Design and implement network infrastructure installations and configurations
• Work with local deployment team to execute all network implementations
• Engage and develop good relationships with customers and partners, capturing requirements, proposing technical solutions
• Deliver, set up & install devices at user sites
• Conduct site preparation, equipment staging, installation and commissioning, user acceptance test and project documents upon completion of the project
• Manage progress of the projects implementation and identify, resolve and escalate issues to customer and internal parties

Requirements :

• Diploma in Information Technology/Computer Science/Computer Engineering or related discipline
• 2-5 years solid experience in IT network administration & support
• Basic knowledge in network technologies (for examples: TCP IP, LAN, Internet, Router & Switches, DNS, DHCP)
• Practical knowledge of the following technologies: Routing, Switching, VPN, LAN, WAN, Network Security, Firewalls, NGFW, NAT, IPS
• Experience on layer 2, layer 3 & routing protocols including TCP/IP, DNS, DHCP, Spanning Tree, VLAN, OSPF, EIGRP and BGP
• Experience on major network products (e.g. Cisco, CheckPoint, F5 and Juniper) is an advantage
• Good command in both written and spoken English and Chinese (Cantonese and Mandarin)
• CCNA/CCNP and other network & security certification is an advantage
• Independent, responsible, responsive, hardworking, self-discipline, self-motivated and willing to learn
• 5 days work / week (Non-fixed day)
• Require to perform shift and overnight duty with onsite support when necessary