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24/7 1st line Technical Support Agent
Date/Location: 23.05.2024 Sofia, Bulgaria
Type: Office
Position: 24/7 1st line Technical Support Agent
Salary: 18000 - 21000 EUR

24/7 1st line Technical Support Agent
Sofia/office / 37-40.000 BGN gross/year + 15% bonus

Nordic Recruitment & Consulting offers efficient IT and Cyber Security recruitment and business consulting in Bulgaria - and beyond.

Having long experience in recruitment we value above all those things that make us successful because of our clients, candidates and partners success: trustworthiness, good communication, Can do-attitude, finding solutions, being flexible; being available. We also have genuine passion for what we do.

The client company is an American technology giant and its offerings include cyber security solutions, cloud infrastructure solutions, business applications, communications and collaborations, backup and disaster recovery, professional services, management and training solutions, digital solutions and managed services.

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.


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