Technical Support

QuesTek Europe AB

Technical Support professional at OCH Technologies providing help desk support for an FAA program. Monitoring system health and resolving technical issues while participating in after hours on call rotation.

Posted 5/12/2026full-timeRemote • 🇸🇪 SwedenSeniorLeadWebsite

Tech Stack

Tools & technologies

CloudLinux

About the role

Key responsibilities & impact

Participate in after hours on call rotation including evenings and weekends.
Serve as the first point of contact for all incoming help desk requests, performing initial triage, troubleshooting, and resolution or escalation.
Monitor and analyze system logs, alerts, and telemetry to proactively identify and address potential failures before they impact operations.
Develop, maintain, and track outage logs capturing incident details, root causes, corrective actions, and resolution times.
Prepare and deliver resolution reports documenting outages, corrective measures, and lessons learned.
Conduct root cause and impact analysis of all significant outages and submit detailed reports to program management and stakeholders.
Interface directly with end users and stakeholders to provide real time monitoring, troubleshooting, and issue resolution.
Log, track, and document all help desk requests with sufficient detail to support root cause analysis, service level reporting, and performance tracking.
Perform monthly performance analysis of help desk operations, including response times, resolution rates, and stakeholder satisfaction metrics.
Identify trends and recurring issues through ongoing analysis of help desk data and provide recommendations for corrective actions, system improvements, and preventive measures.
Provide continuous service improvement support including recommending and implementing best practices, automation opportunities, and process enhancements to reduce downtime and improve response efficiency.
Provide quarterly summaries of help desk request logs and workload summaries.

Requirements

What you’ll need

A minimum of ten (10)+ years of relevant experience
Experience providing help desk support
Ability to troubleshoot and resolve common technical issues across Linux, Windows, and network infrastructure, and escalate complex issues appropriately
Experience monitoring systems using log analysis, alerting tools, and telemetry platforms
Experience producing clear, detailed incident documentation including root cause analysis and resolution reports
Experience with ticketing and asset tracking systems
Strong communication skills with the ability to interface with end users, stakeholders, and management.
Security Clearance Requirement: Candidate must have the ability to hold and maintain a Secret Clearance.
Prior government contract experience, particularly supporting FAA, DoD, DHS, or other federal agencies is preferred.
Experience with Atlassian (Jira, Confluence, Assets/Insight)
Knowledge of IT Infrastructure concepts (networking, servers, databases, cloud)
CompTIA A+, Network +, or Security + certification is preferred.

Benefits

Comp & perks

Paid time off and Holidays
Medical, Dental, and Vision Insurance
Paid Parental Leave
Short-term disability, long-term disability, and life insurance - Employer Paid!
401(k)
Additional Voluntary Life Insurance
Tuition Reimbursement & More!

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

troubleshootingroot cause analysisincident documentationlog analysisalerting toolstelemetry platformshelp desk supportperformance analysissystem monitoringprocess enhancements

Soft Skills

strong communication skillsinterfacing with end usersstakeholder engagementproblem-solvinganalytical thinkingteam collaborationcustomer service orientationreportingrecommendation skillsservice improvement

Certifications

CompTIA A+CompTIA Network+CompTIA Security+Secret Clearance