Ingram Micro
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24/7 1st Line Technical Support (On-site)

This job posting is no longer active.

Sofia, Bulgaria
Job ID: 61682



Why Ingram Micro?
Business on 6 continents. 28 000 employees worldwide. 1300+ employees in Bulgaria. 50 modern offices. 40+ years of technology and Supply Chain experience. The numbers are impressive but what matters the most is the people. Ingram Micro is a leader in the IT industry because of our diverse and talented workforce.

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.


What you’ll receive:
Apart from great parties, team spirit and a positive mindset, we also have:

  • 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
  • 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-RG1


Ingram Micro


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