IT Technical Support Specialist at Scania

📍 Job Overview

Job Title: IT Technical Support Specialist
Company: Scania
Location: Södertälje, Stockholm, Sweden
Job Type: Full-time, Hybrid
Category: IT Support & Customer Service
Date Posted: 2025-06-23
Experience Level: Entry-level to Mid-level (0-2 years)
Remote Status: On-site with hybrid work options

🚀 Role Summary

Support a business-critical application that digitalizes workshop operations across Scania.
Collaborate with development and implementation teams to ensure seamless application performance.
Contribute to continuous improvement initiatives to enhance support workflows and customer satisfaction.
📝 Enhancement Note: This role offers an opportunity to grow within a dynamic IT environment, working with a diverse team to drive digital transformation in the automotive industry.

💻 Primary Responsibilities

🌐 Handle, analyze, and resolve customer-reported issues by providing daily support and prioritizing cases based on business impact and urgency.
🤝 Collaborate closely with development, implementation, and user teams to align on support needs, solutions, and application performance.
💡 Contribute to continuous improvement by identifying trends, providing feedback, and participating in support workflow enhancements.
🗓 Host meetings with internal teams, external partners, and users to discuss support needs, solutions, and application performance.
📈 Monitor and report on support metrics to ensure service level agreements (SLAs) are met and to drive continuous improvement.

🎓 Skills & Qualifications

Education: A degree in IT or equivalent experience.

Experience: Proven experience in support or customer-facing roles (0-2 years).

Required Skills:

🧩 Problem-solving skills with a service mindset and a passion for resolving issues.
🗣 Excellent communication skills in English, both written and verbal.
🤝 Collaboration skills to work effectively with diverse teams and stakeholders.
📊 Analytical skills to analyze and prioritize support cases and identify trends.
💻 Technical proficiency in using support ticketing systems and relevant software tools.

Preferred Skills:

Experience with Scania products, services, or industry-specific software.
Familiarity with Agile methodologies and ITIL frameworks.
Knowledge of Swedish (or another Scandinavian language) is a plus.

📊 Support & Project Requirements

Support Essentials:

📞 Handle customer inquiries via phone, email, and other communication channels.
🔍 Analyze and troubleshoot reported issues to identify root causes and propose solutions.
🛠 Document and track support cases, resolutions, and lessons learned.

Project Case Studies:

📝 Prepare case studies highlighting support challenges, solutions, and the positive impact on customer satisfaction and business outcomes.
🎯 Demonstrate problem-solving skills and technical expertise through real-life examples and data-driven insights.

💵 Compensation & Benefits

Salary Range: The salary range for this role in Sweden typically starts from around 30,000 SEK per month for entry-level candidates, increasing to around 40,000 SEK per month for more experienced professionals. This estimate is based on market research and industry standards for IT support roles in the region.

Benefits:

🏥 Training at Scania's health center or wellness allowance.
💰 Result bonus based on individual and team performance.
🕒 Flexible hours to balance work-life responsibilities.
🚘 Company car leasing for business use.
🏢 Hybrid work options with access to Scania Sergel and Midway hubs.
📚 Structured development plan and courses to support career growth locally and internationally.
🎉 Employee events for employees and their families.
🚍 Direct access to Södertälje via Scania Job express buses for Stockholm residents.

🎯 Team & Company Context

🏢 Company Culture

Industry: Scania operates in the automotive industry, focusing on sustainable transport solutions. This role is part of Scania IT, working closely with various teams to drive digital transformation.

Company Size: Scania is a large, global organization with over 50,000 employees worldwide. This role is part of a medium-sized IT team, offering ample opportunities for collaboration and growth.

Founded: Scania was founded in 1891 and has a rich history in the automotive industry, with a strong focus on innovation and sustainability.

Team Structure:

👥 Support team consisting of IT Technical Support Specialists and Support Team Leads.
🤝 Collaboration with development, implementation, and user teams to ensure seamless application performance and user satisfaction.
🌐 Cross-functional collaboration with design, marketing, and business teams to align on support needs and solutions.

Development Methodology:

🔄 Agile methodologies are used to manage support workflows and continuous improvement initiatives.
📈 Regular team meetings to discuss support performance, trends, and improvement opportunities.
🛠 Collaborative problem-solving to address complex support challenges and drive innovative solutions.

Company Website: https://www.scania.com/

📈 Career & Growth Analysis

IT Support Career Level: This role is an entry-level to mid-level position, offering opportunities to develop technical and soft skills, gain experience in IT support, and grow within the organization.

Reporting Structure: This role reports directly to the Group Manager of the Digital Dealer Support team, with a flat organizational structure that encourages open communication and collaboration.

Technical Impact: The IT Technical Support Specialist plays a crucial role in ensuring the smooth operation of a business-critical application, supporting digitalization efforts across Scania's workshops, and driving customer satisfaction.

Growth Opportunities:

🌱 Develop technical expertise in supporting Scania's digital platforms and applications.
🌟 Grow into a Support Team Lead role or explore other opportunities within Scania IT, such as project management or software development.
🌍 Gain international experience by working with global teams and potentially relocating to other Scania locations.

🌐 Work Environment

Office Type: Scania offers a hybrid work environment, with access to Scania Sergel and Midway hubs for on-site collaboration and learning opportunities.

Office Location(s): The primary office location for this role is in Södertälje, with access to other Scania locations in Sweden and globally.

Workspace Context:

💻 Modern workspaces with ergonomic furniture, multiple monitors, and relevant software tools.
🤝 Collaborative environment that fosters open communication, knowledge-sharing, and teamwork.
🎓 Training and development opportunities to support career growth and skill development.

Work Schedule: The standard work schedule is 40 hours per week, with flexible hours and remote work options available to balance work-life responsibilities.

📄 Application & Technical Interview Process

Interview Process:

📝 Online application review to assess relevant experience and qualifications.
💬 Phone or video screening to discuss the role, company, and candidate expectations.
📊 Logical and personality tests to evaluate problem-solving skills, communication, and cultural fit.
🗣 Final interview with the hiring manager and team members to discuss support challenges, solutions, and career aspirations.

Support Case Study Preparation:

📝 Prepare a case study highlighting a complex support challenge, the approach taken to resolve it, and the positive impact on customer satisfaction and business outcomes.
🎯 Demonstrate problem-solving skills and technical expertise through real-life examples and data-driven insights.
🗣 Practice presenting the case study to a diverse audience, including technical and non-technical stakeholders.

ATS Keywords: Problem-solving, customer support, collaboration, analytical skills, communication, service mindset, IT support, ticketing systems, software tools, Agile methodologies, ITIL frameworks, Scania products, digital platforms, applications.

📌 Application Steps

To apply for this IT Technical Support Specialist position:

📝 Submit your application through the application link, including a CV and any relevant certificates.
📝 Tailor your CV to highlight relevant experience in support or customer-facing roles, technical skills, and problem-solving examples.
📝 Prepare for the interview process by researching Scania, understanding the role and its requirements, and practicing case study presentations.
📝 Be ready to discuss your approach to support challenges, problem-solving techniques, and career aspirations with the hiring manager and team members.

📝 Important Notice: This enhanced job description includes AI-generated insights and IT support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Content Guidelines (IMPORTANT: Do not include this in the output)

IT Support-Specific Focus:

Tailor every section specifically to IT support and customer service roles.
Include IT support methodologies, ticketing systems, and software tools.
Emphasize problem-solving skills, customer communication, and service mindset.
Address IT support team dynamics, cross-functional collaboration with development and user teams.
Focus on IT support career progression, technical specialization, and customer satisfaction.

Quality Standards:

Ensure no content overlap between sections – each section must contain unique information.
Only include Enhancement Notes when making significant inferences about IT support processes, team structure, or company culture.
Be comprehensive but concise, prioritizing actionable information over descriptive text.
Strategically distribute IT support and customer service-related keywords throughout all sections naturally.
Provide realistic salary ranges based on location, experience level, and IT support specialization.

Industry Expertise:

Include specific IT support tools, ticketing systems, and software tools relevant to the role.
Address IT support career progression paths and technical leadership opportunities in IT support teams.
Provide tactical advice for support case preparation, presentation skills, and problem-solving techniques.
Include IT support-specific interview preparation and case study guidance.
Emphasize customer communication, service mindset, and user satisfaction principles.

Professional Standards:

Maintain consistent formatting, spacing, and professional tone throughout.
Use IT support and customer service industry terminology appropriately and accurately.
Include comprehensive benefits and growth opportunities relevant to IT support professionals.
Provide actionable insights that give IT support candidates a competitive advantage.
Focus on IT support team culture, cross-functional collaboration, and customer impact measurement.

IT Support & Customer Service Focus:

Emphasize IT support best practices, ticket management, and customer communication.
Include specific portfolio requirements tailored to the IT support discipline and role level.
Address problem-solving methods, customer satisfaction, and user experience design principles.
Focus on technical presentation skills and stakeholder communication for support cases.
Include technical presentation skills and stakeholder communication for support cases.

Avoid:

Generic business jargon not relevant to IT support or customer service roles.
Placeholder text or incomplete sections.
Repetitive content across different sections.
Non-technical terminology unless relevant to the specific IT support role.
Marketing language unrelated to IT support, customer service, or user experience.

Generate comprehensive, IT support-focused content that serves as a valuable resource for IT support and customer service professionals evaluating career opportunities and preparing for technical interviews in the IT support industry.

IT Technical Support Specialist