247 1st Line Technical Support (12-hour shifts)

Sofia - Bulgaria

Monthly Salary: Not Disclosed

Posted on: 06-11-2025

Vacancies: 1 Vacancy

Job Summary

Its fun to work in a company where people truly BELIEVE in what theyre 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 youll 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 youll 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 youll 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

Its fun to work in a company where people truly BELIEVE in what theyre doing!Job Description:Why Ingram MicroIngram 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 worldwi...

Its fun to work in a company where people truly BELIEVE in what theyre doing!

Job Description:

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 youll 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 youll 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

Key Skills

Dhcp
SQL
Active Directory
VOIP
VMware
Customer Service
Windows
Trouble Shooting
Java
VPN
Sharepiont
hardware
Dns
Technical Support
Software Applications

Apply Now

About Company

Ingram Micro

Ingram Micro helps businesses Realize the Promise of Technology™. It delivers a full spectrum of global technology and supply chain services to businesses around the world. Deep expertise in technology solutions, mobility, cloud, and supply chain solutions enables its business partner ... View more

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