24/7 1st Line Technical Support
Ingram Micro
35 thousand people all over the world – talented and experienced – this is the Ingram Micro team. We are a Global Technology and Supply Chain Service Provider. We respect our associates’ imagination, personality, and self-expression. We are a team of 1200+ in Bulgaria and we advance together – to оur business goals, to a better career, to our personal development.
Feel free to be who you are without fitting in a box. We ensure space for diverse talent to grow and believe that business grows because people are its engine.
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?
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Provide first line technical support to Comms-care clients across an international base.
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Log all relevant incident/service request details, allocating categorization and prioritization codes.
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Provide first-line investigation and diagnosis using approved tools, systems and procedures.
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Resolve/fulfill incidents/service requests that are in scope.
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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.
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Engage and arrange external technical and non-technical support where smart hands are required on-site.
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Follow-up with external technical and non-technical support organizations including 3rd parties until incident/request resolution/fulfilment.
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Own incidents/requests from ticket creation to resolution/fulfilment/closure.
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Close all resolved/fulfilled incidents/requests and other queries.
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Communicate with clients – keeping them informed of incident/request progress, notifying them of impending changes or agreed outages, etc.
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Provide feedback to appropriate Line Manager on how the Service Desk and supporting functions can improve.
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Maintain an exceptional level of client service during any engagements with Clients/3rd Parties/Internal Teams.
What you’ll bring:
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University degree in Information Systems, Computer Science or similar background
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1+ year experience in Customer Service/Contact Centre/Help Desk/Service Desk role.
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Advanced Skills in MS Office & awareness of ITSM tools
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CCENT knowledge, Network+ or equivalent
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Experience in fault diagnosis/troubleshooting and fulfilling requests.
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Awareness and understanding of process framework(s) – ITIL Foundation/ITIL Operations.
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Awareness/understanding of switching / Routing and Wi-Fi (Meraki/Aruba) technologies would be considered an advantage.
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Awareness/understanding of Unified Conferencing products (video, Teams) (desirable) would be considered an advantage.
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Awareness/understanding of Microsoft products would be considered an advantage.
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ITIL Foundation would be considered an advantage.
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Experience working in a multi-cultural/international environment.
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Excellent English verbal and written.
What you’ll receive:
Apart from great parties, team spirit and a positive mindset, we also have:
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Competitive salary & Bonus system
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Additional health insurance and Life Insurance
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Food vouchers & Transport Allowance
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Well-being Program & Multisport card
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Referral and baby bonus
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Paid holiday days increasing in time.
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Language courses
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Free access to LinkedIn Learning Platform
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Great career growth and development opportunities
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Hybrid type of work
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Modern office space with free coffee and hot beverages
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Company discounts
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Recognition awards
We promise our recruitment process is not scary. It is even fully remote.
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