IT Support Administrator
Immedis, Bulgaria
Job Description
Immedis are the fastest growing global payroll technology company in the world and we’re disrupting the FinTech market with our world class global payroll software. We need you to come on board and help make a difference. We operate from offices in Ireland, US and Bulgaria. With a brand that is only 4 years old we have made a significant impact on the market and are looking for dynamic, ambitious, and fun people to join our team.
The IT Support Agent is the first point of contact for the users in Immedis who need IT assistance.
While providing a high level of customer interaction, they are responsible to resolve Level 1 requests in a timely fashion and escalate Level 2/3 requests to appropriate Support teams.
The IT Support agent must have a good balance of basic technical skills, and customer-facing skills.
This is a great opportunity to lean new technical skills around Office365, AWS, Windows and Linux
Working time: 13.30 pm 22:00 pm/Monday - Friday
Location: Varna
Main Responsibilities:
- Respond to questions from all emails, portal, and telephone within the targets of the Service Desk.
- Keep the customer informed of the progress of the request at all appropriate times.
- Become familiar with the Systems, and Technologies used in Immedis.
- New Hire setups, includes creating/managing necessary local/online accounts for various applications, deploying work computers and office environment.
- Dealing with hardware and application support queries and issues reported to the support desk.
- Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible.
- The duties require that the IT Support Agent receives, and logs work requests using the Service Desk tool and logs every work task.
- Prioritize and schedule problems. Escalate problem (when required) to the appropriately experienced technician.
- Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software.
- When the restoration is beyond the scope of the IT Support Agent, he/she will escalate the issue/problem to proper tier 2 and 3 support team members.
- To report regularly to his direct line manager for status of completion of tasks.
- Assisting with office fit outs and moves.
- Other duties or ad hoc projects as requested by line management
- Excellent communication skills
- Good interpersonal skills, with a focus on listening and questioning skills.
- Good team player and at the same time be able to take sole responsibility for the tasks assigned to them
- To be ready to learn new and different technologies, to get new certifications and to get familiar with all new systems.
Requirements
What Are the Desired Skills:
- Proven IT Infrastructure support skills.
- End-user support experience for MacOS or Windows
- 1-2 years work experience in a technical support or helpdesk environment
- Great problem solving
- Experience with Windows and Office365 would be an advantage
- Good Customer focus
Benefits
In addition to a competitive salary, we offer an excellent benefits package, which includes:
- Additional health insurance package
- 20 days paid annual leave
- Internal paid training
- Attractive salary and performance bonus program
- Many company events and parties
- Option for sport card partly paid by the company
- Option for flexible working hours when required by the employee
- Very friendly team and company environment
- Option for company paid relevant professional certificates or courses
- Company mobile phone and plan after 1 year of service
When applying for the position, you voluntarily submit your personal data and we will process it for the following purposes: selection of candidates for this position; selection of candidates for future positions occurring within the next 6 months, unless you explicitly state your disagreement; connecting with candidates in connection with the objectives of labor market selection and research; signing an employment or other type of contract. Personal data provided for these purposes will be retained for up to 6 months. You have the right to request the deletion, correction or blocking of personal data if the processing does not meet the requirements of the current legislation or exceeds the stated objectives.