About Akkodis:

Akkodis is a global digital engineering company and Smart Industry leader. Our 50,000 tech experts across 30 countries combine best-in-class technologies and cross industry knowledge to drive purposeful innovation for a more sustainable tomorrow.

With more than 19 years of experience in Bulgaria, we are the most mature Delivery Center of Akkodis. Our over 900 experts deliver technology solutions in IT, Software, Cloud, and Digital fields. Position Highlights:

The Onsite Support Analyst Role provides a desktop support expertise and is responsible for computer hardware, software (location specific or global) and peripherals. The Onsite Support acts as a second point of escalation for the resolution of IT equipment (desktop, laptop, smartphone, printer, network, servers, etc.) related incidents, service requests, and connectivity issues as well providing local hands-on support for projects (location specific or global).

This role will also be split between Onsite Support and Service Desk responsibilities. The Service Desk handles remotely incoming queries and helps fulfilling requests and resolving incidents reported by end users, via email, over the phone and ticketing system.

Main responsibilities:

• Provides second-line investigation and diagnosis
• Resolves and closes incidents/service requests as per help desk procedures & allocated timelines
• Escalates unresolved incidents/service requests within agreed timescales
• Complies with IT policies
• Liaises with clients, other IT support groups and 3rd party providers when necessary
• Performs staging of PCs
• Performs IMAC (Install, Move, Add and Change)
• Conducts hardware and software maintenance and support
• Creates/maintains documentation
• Local network support and/or assists centralized Network team
• Hardware/software selection, procurement, setup, installation, configuration, upgrades, monitoring, and troubleshooting
• User account creation/deletion and file permissions
• Backup management and maintenance
• Serve as a first point of contact for all IT related matters.
• Handle requests from multiple channels: email, phone, chat, etc.
• Provide remote access assistance, when required.
• Users’ issues and requests documentation in SNOW/ other ticketing system

Main requirements:

• Windows system administration
• iOS / Android
• O365
• Active Directory
• SCCM
• ITSM tools
• Strong Troubleshooting Skills
• ITIL foundation is a plus
• Bachelor degree in a technical field will be a great advantage.
• Fluent English is required.

What we offer:

• Competitive remuneration package
• Referral bonus program
• 24 days annual paid leave
• Additional health insurance (outpatient & hospital medical care, dental care, coverage of dioptric glasses, and more)
• Free Psychological Counselling via Green Line and on the spot
• Newborn or newly adopted child bonus
• Food vouchers - 150 BGN/month
• Upskilling & reskilling training programs and e-learning hub
• Recognition awards
• Sports cards (partially covered by the employer) and company sports initiatives
• Special company discounts
• Various social and charity initiatives

United by our passion for talent and technology, we look at the world differently. The future won’t wait, it’s time to make incredible happen. Are you ready?