Onsite Support Analyst

City: Sofia

Job Type: Regular

Language: English

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.

About the role:

Onsite Support Analyst Role handles incoming queries, and help requests from end users, via email, over the phone, ticketing system and in person. They take detailed notes of the problem the user is experiencing, determine steps they can take to resolve the issue, and manage the flow of incoming support requests. The role provides also a desktop support expertise and is responsible for computer hardware, software (location specific or global) and peripherals. Onsite Support acts as a second point of escalation for the resolution of IT equipment (desktop, laptop, smartphone, printer, network, server,etc.) related incidents, service requests, and connectivity issues as well providing local hands-on support for projects (location specific or global).

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
Logs relevant incident/service request details per help desk procedures
Communicates with client regarding incident progress. Ensures tickets are always updated until issues are resolved
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
Troubleshoots and resolves PC incidents and/or VIP requests
Coordinates with Service Desk for hardware repair
Assists with Security Officer on IT security issues and virus elimination
Assists local Server Team when server maintenance is required
Creates/maintains documentation
Special events coverage
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

Requirements:

Technical skills and knowledge including but not limited to MS Office, Internet applications, Windows Operating Systems, Active Directory.
Knowledge of computer hardware.
Fluency in English.
Excellent customer interface skills.
ITIL Certification is a plus.
Previous experience on similar position
Bachelor degree in a technical field will be a great advantage.

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 – 76.69 EUR/month (150 BGN)
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 incredible happen.