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

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