Technical Helpdesk Agent

About the role

The Technical Helpdesk Agent provides remote and on‑site technical assistance for KONE front‑line maintenance teams. You will diagnose issues, identify corrective actions, and support the delivery of reliable elevator and escalator services.

Key responsibilities

• Deliver remote technical support to maintenance technicians, identifying root causes and corrective solutions.
• Assist with spare‑part identification and define proximity stock for new LIS installations.
• Provide 24/7 Connected Services analytics, evaluating non‑standard service requests.
• Log all cases in the THD tool, assign to experts, or escalate to global support as needed.
• Create knowledge‑base articles and propose packaged service repair solutions.
• Support sales by assessing equipment maintainability before tendering contracts.
• Conduct training sessions for local technicians and collaborate with training centres.
• Generate quality reports, identify proactive root causes, and trigger corrective actions per KONE processes.
• Ensure compliance with KONE safety standards and report any safety concerns.

Required profile

• Strong technical aptitude with experience in troubleshooting complex equipment.
• Ability to work in a 24/7 support environment and handle both remote and on‑site tasks.
• Good communication skills for training, documentation, and collaboration with global experts.
• Commitment to safety procedures and quality standards.

Required skills

• Technical troubleshooting
• Remote support tools
• Spare‑part identification
• Knowledge‑base creation

What we offer

• Opportunity to work with innovative elevator and escalator technologies.
• Continuous learning through training and knowledge‑sharing.
• Collaborative culture focused on safety, sustainability, and employee engagement.