Desktop Support Technician – Sofia, Bulgaria

This position provides basic technical end-user support for desktop systems, workstation setup and routine tasks such as basic troubleshooting etc. This position requires excellent customer interaction skills both verbally and written.

Essential Duties & Responsibilities:

• Issue, install and receive the equipment to and from the user/s
• Provide replacement support and service for accessories (mouses, keyboards, headsets etc)
• Be the first point of contact in case of problems with the Client's platforms.
• Provide and support the users with basic information on the induction day 1 (how to reset
password – help.ttec.com, how to access web version of the outlook)
• Understand and enforce IT policies and follow all security compliance practices.
• Keep the IT Supervisor informed of all changes, hardware and software failures, and operational issues.
• Complete assigned work orders by due date within established goals.
• Image and Configure Windows desktops, notebooks, printers, applications, and PC peripherals
• Perform end-end Windows 11 user migration including user profiles, software inventory, apps
testing, software packaging, etc.
• Troubleshoot and resolve any hardware, operating system, software, and application problems
relating to desktops, notebooks, printers, and PC.
• Perform desktop patch update according to TTEC standard processes
• When required, assist with Site migration activities – dismantle, pack, move equipment
• Maintain IT asset inventory – including deployed, stock-on-hand for Hardware and Peripherals
periodically and update the Site IT Supervisor
• Provide end user support for hardware, software, tools/applications, etc., in all modes – on-site,
over the phone and/or remote management
• Work with the Logistics and Operations team for shipping desktop/equipment to the users and
for return of equipment
• Prepare and maintain documentation as required by the TTEC IT management
Requirements:
• Graduate or Two-year diploma or Associates degree in Computer Science, Information
Technology or Engineering courses.
• Hands on experience in PC hardware and software setup, installation, configuration,
troubleshooting, and maintenance, or relevant technical degree from an accredited college,
university, or technical certification.
• Must be able to work efficiently unsupervised and as part of a cohesive team.
• Has the desire to gain knowledge, experience, and certification in the operating systems and
technologies currently used.
• Ability to adapt to an ever-changing fast-paced environment and work rotating shifts including
nights and weekends.
• Good communication skills, ability to efficiently coordinate and troubleshoot IT issues with
remote IT teams/Client IT teams. Can converse in English over calls and emails.
• Good interpersonal and problem-solving skills, customer-friendly attitude, and the ability to
work in a team environment.

Additional Skill Sets

• Active Directory third level support experience required
• Able to Install & deploy Windows11/Auto pilot for laptops, workstations, and desktops
• Experience with standard desktop imaging and packaging
• Strong in email communication and tech support skills
• Ability to work under pressure during project execution phase
• Hands-on experience on Win11, Active Directory, Microsoft applications, VPN technologies, etc.
• Basic network troubleshooting skills, understanding of networking; rack mounting/unmounting
of switches, servers, etc., and cable management, etc.

About TTEC

Our business is about making customers happy. That’s all we do. Since 1982, we’ve helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world’s leading iconic and disruptive brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.
TTEC is proud to be an equal opportunity employer. TTEC embraces and is committed to building a
diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their own unique way.