1st Line Technical Support Engineer

TL;DR

1st Line Technical Support Engineer: Providing first-line technical support and incident management for international clients with an accent on fault diagnosis, troubleshooting, and effective communication. Focus on resolving service requests, managing escalations, and maintaining high levels of client service within a 24/7 shift environment.

Location: Must be based in Sofia, Bulgaria (Hybrid work model).

Company

A leading global technology company providing a vital role in the worldwide IT sales channel and digital platform services.

What you will do

• Provide first-line technical support and incident resolution for international clients.
• Log, categorize, and prioritize all incoming incidents and service requests.
• Perform initial investigation and diagnosis using approved tools and procedures.
• Manage escalations to next-level technical teams or 3rd party vendors when necessary.
• Coordinate with external support organizations for on-site smart hands requirements.
• Maintain clear communication with clients regarding incident progress and service updates.

Requirements

• University degree in Information Systems, Computer Science, or a similar field.
• Minimum 1 year of experience in a Customer Service, Help Desk, or Service Desk role.
• Excellent English verbal and written communication skills.
• Advanced proficiency in MS Office and familiarity with ITSM tools.
• Knowledge of CCENT, Network+, or equivalent networking fundamentals.
• Understanding of ITIL Foundation or ITIL Operations frameworks.

Nice to have

• Experience with switching, routing, and Wi-Fi technologies (Meraki/Aruba).
• Familiarity with Unified Conferencing products like Microsoft Teams.
• Prior experience working in a multi-cultural or international environment.
• ITIL Foundation certification.

Culture & Benefits

• Competitive salary and bonus system.
• Additional health and life insurance.
• Food vouchers and transport allowance.
• Well-being program and Multisport card.
• Paid holiday days that increase with tenure.
• Access to LinkedIn Learning and language courses.