Ingram Micro Inc.
24/7 1st Line Technical Support (On-site)
длъжност на пълно работно време

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

София длъжност на пълно работно време

Описание на позицията


Why Ingram Micro?
Business on 6 continents. 28 000 employees worldwide. 1300+ employees in Bulgaria. 50 modern offices. 40+ years of technology and Supply Chain experience. The numbers are impressive but what matters the most is the people. Ingram Micro is a leader in the IT industry because of our diverse and talented workforce.

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-RG1 #IngramMicroBulgaria

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