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.
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:
Configure the ticketing system according to business requirements, including ticket forms, workflows, triggers, automations, and SLAs
Customize the platform to align with branding, usability, and user experience standards
Manage integrations between the ticketing system and other tools (e.g., CRM, collaboration platforms, monitoring tools) to ensure seamless data flow and maximize efficiency
Provide support and training to end-users and stakeholders on system functionality, best practices, and troubleshooting
Develop documentation and training materials to support adoption and consistent usage
Build and maintain reports and dashboards to track key performance metrics (e.g., ticket volume, response/resolution times, customer satisfaction)
Analyze data to identify trends, insights, and opportunities for improvement
Implement and maintain security measures and compliance standards within the system to protect sensitive data and meet regulatory requirements
Proactively identify opportunities to enhance functionality and efficiency through process improvements, automation, and system enhancements
Stay current with industry best practices and emerging technologies in customer support platforms
Foster a culture of knowledge sharing and continuous learning within the team
What you’ll bring:
Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience)
Proven experience as a Ticketing System Administrator (experience with platforms such as Zendesk, ServiceNow, Freshdesk, Jira Service Management, or similar are considered a plus)
Strong understanding of ticketing workflows, lifecycle management, and reporting
Experience with APIs, scripting languages (e.g., JavaScript, Python), or integration tools (e.g., Zapier, Workato) is preferred
Strong analytical skills with the ability to translate data into actionable insights
Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams.
Platform-specific certifications (e.g., Zendesk, ServiceNow, Jira) are a plusGood communication skills in English (written & spoken)
What we offer:
Competitive salary & Bonus system
Additional health 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
Many trainings and academies, including opportunity for ACCA certification
Great career growth and development opportunities
Hybrid type of work
Modern office space with free coffee and hot beverages
Company discounts
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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