Associate Professional, Technical Support
Job ID: 53804
Ingram Micro. It is all about the people
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 1100+ 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.
Wherever you are on your career path, we will help you keep going forward!
Upgrade your talent by:
Providing initial investigation on issues and understand if the issue is a tool issue, knowledge gap on tool utilization. This includes gathering of the following evidence needed but not limited to links, screenshot, recording of issues, system logs and history
Ensuring to complete all needed information in IMServe ticket for proper documentation
Providing interim resolution that is agreed with Level 2 and Level 3 support teams on various tools but should not include changes in the codes and would only be resolved using front end tools
Initiating bridge call for critical and high issues reported by the business within the agreed SLA
Redirecting business requests to the appropriate team handling the tool – specific tool Level 2 support or in Global IT team
Managing access for the various tools agreed to be handled by Level 1 Support team which may include addition, modification, removal of users in the tool
Updating active users report as part of access management on various tool
Monitoring all systems for the agreed DNA governed tools using the health checker for iBPS/Omniflow, Orchestrator or other tools provided by the developers
Providing initial investigation of the system issues found during system monitoring and gathering proper documentations and evidence so Level 2 or Level 3 Support teams can resolve the issue
Directing bugs found to the appropriate team (Dev or Level 2 Support) to handle and fix the bugs within the agreed SLA
You will be a great fit if you have:
- University degree in Information Systems, Computer Science or similar background
- At least one-year functional experience
- Entry level Production support of any system
- Beginner experience or knowledge on IT Service Management
- Advanced MS Office Skills including PowerPoint, Visio, Excel, etc.
- Foundational knowledge on automation, SQL, html or CSS, or Java would be an advantage
- Entry level knowledge and understanding of customer support, service management and different systems.
- General understanding of technical, cost, risk and business implications of potential decisions on other projects and client needs and incorporates these into recommendations
As we value our employees, we offer:
Competitive salary & Bonus system
Additional health insurance + Dental & Optical care, Hospital & Pregnancy care
Well-being Program & Multisport card
Food vouchers & Transport Allowance
Referral and baby bonus
Paid holiday days increasing in time
Career growth and development – internal and external trainings, language courses
Free access to LinkedIn Learning Platform
Hybrid mode of work