24/7 1st Line Technical Support (12-hour shifts)

It's fun to work in a company where people truly BELIEVE in what they're doing!

Job Description:

Why Ingram Micro? Ingram Micro is a leading technology company for the global information technology ecosystem. With the ability to reach nearly 90% of the global population, we play a vital role in the worldwide IT sales channel, bringing products and services from technology manufacturers and cloud providers to business-to-business technology experts. Our market reach, diverse solutions and services portfolio, and digital platform Ingram Micro Xvantage™ set us apart.

What you’ll do?

-

Provide first line technical support to Comms-care clients across an international base.

-

Log all relevant incident/service request details, allocating categorization and prioritization codes.

-

Provide first-line investigation and diagnosis using approved tools, systems and procedures.

-

Resolve/fulfill 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.

-

Engage and arrange external technical and non-technical support where smart hands are required on-site.

-

Follow-up with external technical and non-technical support organizations including 3rd parties until incident/request resolution/fulfilment.

-

Own incidents/requests from ticket creation to resolution/fulfilment/closure.

-

Close all resolved/fulfilled incidents/requests and other queries.

-

Communicate 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.

What you’ll bring:

-

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.

What you’ll receive: Apart from great parties, team spirit and a positive mindset, we also have:

-

Competitive salary & Bonus system

-

Additional health insurance and Life Insurance

-

Food vouchers & Transport Allowance

-

Well-being Program & Multisport card

-

Referral and baby bonus

-

Paid holiday days increasing in time.

-

Language courses

-

Free access to LinkedIn Learning Platform

-

Great career growth and development opportunities

-

Hybrid type of work

-

Modern office space with free coffee and hot beverages

-

Company discounts

-

Recognition awards

We promise our recruitment process is not scary. It is even fully remote. Apply now!

#LI-Hybrid #LI-VA1 #IngramMicroBulgaria