24/7 1st Line Technical Support, Sofia, Bulgaria

Beschreibung

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.