Desktop Support Engineer L2

Technical Support Engineer – Level 2

We are looking for a Technical Support Engineer - Level 2 to maintain the client's IT environment and assist end users with technical issues, as well as monitor the operation of the network, computers, and peripherals.

Main responsibilities: 

·  Providing on-site and on-the-job support for end users

·  Complete incidents and requests within SLA, even in a stressful environment

·  Install, configure and troubleshoot standard “Gold” image of client computers and laptops, applications and hardware

·  Daily updating of tickets in the system

·  Support for meeting equipment and video conferencing systems

·  Support for printers, scanners and other peripherals

·  Support for mobile devices such as iPads, iPhones and Android

·  Backup and restore user data if necessary during an incident

·  “Smart hands” support for equipment in data centers according to SLA (in certain locations)

·  Assist in diagnosing problems in data centers as directed by the client's technical support

·  Replacement of defective components in data centers (e.g. module, cables, etc.)

·  Daily change of archive tapes according to local procedure

·  Import/export of archival tapes into libraries according to client instructions

Requirements : 

·  Excellent customer service skills and presentable appearance

·  Independent and proactive thinking

·  Skills for building effective relationships with the team and other departments

·  Compliance with professional and ethical standards

·  Ability to work independently without supervision and take initiative

·  Organization and ability to properly prioritize

·  Ability to solve complex user problems

·  Basic management skills: planning, analysis, innovation

·  Good communication skills – oral, written and over the phone

·  Skills for building sustainable relationships with clients, colleagues and partners

·  Ability to work in a local, global or virtual team

·  Experience using a ticketing system (Call Logging)

·  Good working knowledge of Windows 7/10 and Microsoft Office

·  Experience with supporting MAC devices will be considered an advantage

·  Knowledge of Android and iOS mobile devices

·  Knowledge of modern and older hardware platforms

·  Experience with building, configuring and maintaining computers and laptops

·  Knowledge of Microsoft SCCM

·  Ability to replace defective parts according to customer instructions

·  Experience with installation and diagnostics of equipment in data centers (Rack & Stack, cabling)

·  Excellent command of English and Bulgarian is required

Certifications (advantage): 

·  CompTIA  (eg A+, Network+)

·  Microsoft  (e.g. MCP, MCITP, MCSE – completed or in the process of completion)

Working hours: 

Monday – Friday , from 08:00 to 17:00 , on site

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