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