24/7 1st Line Technical Support (On-site)

Bulgaria | Sofia, Bulgaria
Job ID: 54802

Job Description

Position at Ingram Micro

Ingram Micro. It is all about the people

35 thousand people all over the world – talented and experienced – this is the Ingram Micro team. We are a Global Technology and Supply Chain Service Provider. We respect our associates’ imagination, personality, and self-expression. We are a team of 1200+ in Bulgaria and we advance together – to оur business goals, to a better career, to our personal development.

Wherever you are on your career path, we will help you keep going forward!

Key Responsibilities:

  • Providing first line technical support to Comms-care clients across an international base
  • Logging all relevant incident/service request details, allocating categorisation and prioritisation codes.
  • Providing first-line investigation and diagnosis using approved tools, systems and procedures.
  • Resolving/fulfilling incidents/service requests that are in scope.
  • Technical Escalations - escalating incidents/service requests that cannot be resolved/fulfilled within agreed timescales or are out of Service Desk/1st Line scope, to the next level technical team which may include 3rd Parties or Vendor support contracts
  • Engaging and arranging external technical and non-technical support where smart hands are required on-site.
  • Following-up with external technical and non-technical support organizations including 3rd parties until incident/request resolution/fulfilment.
  • Owning incidents/requests from ticket creation to resolution/fulfilment/closure.
  • Closing all resolved/fulfilled incidents/requests and other queries.
  • Communication with clients – keeping them informed of incident/request progress, notifying them of impending changes or agreed outages, etc.
  • Provide feedback to appropriate Line Manager on how the Service Desk and supporting functions can improve.
  • Maintain an exceptional level of client service during any engagements with Clients/3rd Parties/Internal Teams.
Key Requirements:
  • University degree in Information Systems, Computer Science or similar background
  • 1+ year experience in Customer Service/Contact Centre/Help Desk/Service Desk role.
  • Advanced Skills in MS Office & awareness of ITSM tools
  • CCENT knowledge, Network+ or equivalent
  • Experience in fault diagnosis/troubleshooting and fulfilling requests
  • Awareness and understanding of process framework(s) – ITIL Foundation/ITIL Operations.
  • Awareness/understanding of switching / Routing and Wi-Fi (Meraki/Aruba) technologies would be considered an advantage
  • Awareness/understanding of Unified Conferencing products (video, Teams) (desirable) would be considered an advantage
  • Awareness/understanding of Microsoft products would be considered an advantage 
  • ITIL Foundation would be considered an advantage
  • Experience working in a multi-cultural/international environment
  • Excellent English verbal and written

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