Description:

CluneTech is a suite of companies providing cutting-edge solutions that simplify global business. Our technology streamlines business processes such as digital sales, global payroll, tax compliance, global VAT & cross-border payments, making business better for our customers worldwide.

CluneTech has been recognised as a Great Place to Work for 9 consecutive years, a “Best Workplace for Women” for the past 5 years and most recently, we were delighted to be recognised as a “Best Workplace in Tech” for the accreditation’s second year.

Our global footprint encompasses 35 offices worldwide and we do business across 100 countries on a daily basis. In Bulgaria alone, we have 850 + employees across our offices in Varna, Veliko Tarnovo and Shumen and we’re continuing to grow!

The IT Support Agent is the first point of contact for the users who call the Clune Tech IT Service Desk. 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.

Location: Varna

Working shift: Monday - Friday, 09:00 AM - 17:30 PM

The position is temporary, 12 months contract

Main Responsibilities:

• Serve as the single point of contact for CluneTech employees for all IT related issues and requests.
• IT Service Desk serves as Level 1 Team for CluneTech IT Department and works closely with Tier 2 and Tier 3 Teams (Wintel, Network, Linux, Cloud)
• Respond to all incoming queries from users via the official communication channels – phone, email, MS Teams.
• Monitor the queues, own and analyze the incoming tickets in the ITSM workflow tool.
• Resolve all incidents and service requests within the defined SLA and make sure all needed information is present for successful completion.
• Keep the requestors informed about the progress.
• If additional information or actions are required to complete a task, make sure all steps are taken and all respective parties are contacted (requestors/approvers/etc.)
• Make sure if an incident or service request is out of scope or cannot be completed for any reason, they are properly and timely escalated to the respective Tier2 / Tier3 teams or other parties.
• Follow the standard IT Service Desk operating procedures accurately.
• Make sure all actions and activities are properly logged.

Requirements:

• Customer focus
• Very good communication skills
• Very good command of English – both verbal and written.
• Good interpersonal skills, with a focus on listening and questioning.
• Good analytical skills
• Ability to multitask
• Knowledge / experience with configuring and managing Windows 10/11 in a domain environment, as well as end-user devices - PCs, Laptops, Printers.
• Previous experience in an IT environment as customer support / helpdesk / administrator or similar will be considered an advantage.
• Knowledge or experience with Microsoft technologies (Active Directory / Intune / Azure / etc.) will be considered an advantage.
• Experience with hardware will be considered an advantage.

Benefits:

At CluneTech, We are a community of like-minded individuals committed to excellence in everything we do. We create an innovative, collaborative, and supportive workplace that allows our brilliant people to unleash their potential.

Recognised as a both a Great Place to Work and Deloitte Best Managed Company, we believe that recognition goes much deeper than just financial rewards. Therefore, in addition to a competitive salary, we also offer an exclusive benefits package that includes:

• Flexible Working Policy with a combination of remote and office working
• Multisport Cards
• 22 Annual Leave Days for all employees plus additional days with length of service
• Lifework days: ½ day each quarter to get your life work done
• Additional Health Insurance including dental and vision care
• Team Buildings & Parties
• Life Insurance
• Refer a Friend Bonus
• Discounts across various stores, theatres, restaurants
• Employee-led CSR Programme, CluneTech Cares, with one paid Volunteer Day per year
• CluneTech Life – corporate wellness program
• Monthly Food Vouchers
• Company Paid Trainings & Learning Accounts
• #OneTeam Awards and Annual Employee of the Year Awards
• Milestone Recognition Program
• Free Sports: Football, Tennis, Volleyball
• Employee Assistance Program
• Meeting Free Days – a specific no meeting day where we encourage no meetings so you (and your team) can focus on getting things done!
• Compassionate Leave: up to 4 weeks paid leave for the loss of a loved one
• Compassionate Leave for pets: up to 2 days
• 5 days company-paid Miscarriage / Pregnancy Loss Leave (applicable for partner also)

We would like to thank you for your interest in this role. Please note that only shortlisted applicants will be contacted for an interview.

At CluneTech, we’re proud to be an equal opportunities employer. Qualified applicants will be considered without discrimination on the basis of gender, marital status, family status, sexual orientation, religion, age, disability and race. This position is also suitable for individuals with permanent impairments (with ≥50% incapacity) who have no medical preventatives to be employed.

Please note that when applying for a position with CluneTech, you voluntarily submit your personal data. This data will be processed 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.