Zendesk System Administrator
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.
As a Zendesk System Administrator, you will play a critical role in configuring, maintaining, and optimizing our customer support platform to meet the needs of both customers and internal stakeholders. You will collaborate closely with cross-functional teams to implement best practices, streamline workflows, and enhance the overall efficiency of our service operations.
What you’ll do:
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Configure the ticketing system according to business requirements, including ticket forms, workflows, triggers, automations, and SLAs
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Customize the platform to align with branding, usability, and user experience standards
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Manage integrations between the ticketing system and other tools (e.g., CRM, collaboration platforms, monitoring tools) to ensure seamless data flow and maximize efficiency
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Provide support and training to end-users and stakeholders on system functionality, best practices, and troubleshooting
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Develop documentation and training materials to support adoption and consistent usage
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Build and maintain reports and dashboards to track key performance metrics (e.g., ticket volume, response/resolution times, customer satisfaction)
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Analyze data to identify trends, insights, and opportunities for improvement
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Implement and maintain security measures and compliance standards within the system to protect sensitive data and meet regulatory requirements
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Proactively identify opportunities to enhance functionality and efficiency through process improvements, automation, and system enhancements
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Stay current with industry best practices and emerging technologies in customer support platforms
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Foster a culture of knowledge sharing and continuous learning within the team
What you’ll bring:
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Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience)
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Proven experience as a Ticketing System Administrator (experience with platforms such as Zendesk, ServiceNow, Freshdesk, Jira Service Management, or similar are considered a plus)
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Strong understanding of ticketing workflows, lifecycle management, and reporting
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Experience with APIs, scripting languages (e.g., JavaScript, Python), or integration tools (e.g., Zapier, Workato) is preferred
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Strong analytical skills with the ability to translate data into actionable insights
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Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams.
Platform-specific certifications (e.g., Zendesk, ServiceNow, Jira) are a plus -
Good communication skills in English (written & spoken)
What we offer:
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Competitive salary & Bonus system
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Additional health 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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Many trainings and academies, including opportunity for ACCA certification
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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
*Please note that upon the extension and acceptance of a potential job offer, background checks, including employment and education verification, will be conducted by an external partner of Ingram Micro.
Apply now – our hiring process is simple, supportive, and not scary at all.
Let’s grow your career, together!
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