Job Description
Akkodis is a global digital engineering consulting company that enables organizations to innovate and accelerate by applying technology to redefine how processes and products are developed, powered and optimized. With deep expertise across AI, data, cloud, edge and software engineering, we combine technology and talent to deliver end-to-end solutions, from strategy and consulting to talent development and implementation.
With more than 20 years of experience in Bulgaria, our experts deliver technology solutions in the IT, Software, Cloud, and Digital fields. Our people are the foundation of our success. That’s why we champion a company culture where talent is celebrated, and diversity is embraced. Now, we are looking for more talents to join us in our mission to engineer a Smarter Future Together.
Job Description
Responsibilities:
- Deliver 24/7 corporate client account support by monitoring customer IT Environment
- Monitor and report health status, performance and availability of the infrastructure and applications in scope
- Administer and resolve incidents and requests following SOPs (Standard Operation Procedures) working closely with L2 and L3 support groups
- Generate reports using the standard tooling solution
- Timely respond to customers inquiries
- Escalate to the appropriate L2/3 teams or vendor groups, and co-ordinate the resolution of tickets
- Manages customer expectations by keeping them informed, sets and follows commitments, keeps precise case documentation and case ownership
- Coordinate support activities and interact with other support teams
- Communicate effectively with Technical and Non-Technical stakeholders
- Participate in ITIL based change management, Problem management, incident management.
Requirements:
- Excellent written and verbal English language
- Good analytical skills and ability to isolate and solve problems and to follow the predefined process
- Ability to effectively interact with people at all levels, across all geographic regions.
- Excellent communication skills and ability to work in a team
- Operating systems, server, storage & back-up, network support, application knowledge
- Information Technology Information Library (ITIL) knowledge
- 2 years of experience in Customer or Technical Support
- Experience working in multi-Tier support environment
- Experience with Scheduling tools; OpCon, PowerShell is a plus.
What we offer:
- Performance-based bonuses
- 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 phone and on the spot
- Newborn or newly adopted child bonus
- Food vouchers – 77 EUR/month
- Upskilling & reskilling training programs and e-learning hub
- Diverse career growth opportunities
- Recognition awards
- Sports cards (partially covered by the employer) and company sports initiatives
- Special company discounts
- Various social and charity initiatives
The future is here for the making. Are you ready?
Let’s make the incredible happen.