2nd Line Engineer/ Information technology Analyst:Job description:2nd Line Engineer/ Information technology AnalystProcess Flows (UK) Ltd – Branch Bulgaria is a rapidly expanding British Company, which specialise in providing I.T. located solutions to a wide variety of Industries, Businesses and Local Council Departments located in the UK. Our growing Managed Services Centre in Sofia, Bulgaria supports the business’ core functions while providing high-quality outsourcing and dedicated development services to clients. We are now expanding one of our teams and We are seeking for a 2nd Line Engineer/ Information technology Analyst. The 2nd Line Engineer/ Information technology Analyst provides deeper technical expertise, knowledge, advice, and practice to resolve incidents for customers to ensure continuity of service. Job responsibilities: • 1st and 2nd line Information technology support, helpdesk and Servicedesk • User administration within various computing environments • Provide exceptional Service Support and Customer Service to the customer remotely • Provide solution(s)/work around(s) to Incidents and Problems • Create, manage, and evolve Polices, Processes and Procedures • Work to SLA thresholds for incident(s), request(s) and problem(s) • Collaborates with the operations team to ensure handover of service/solution is complete from a SOR to SOW perspective. • Maintains up-to-date and comprehensive knowledge of the organizations and competitors services and solutions (and products). • Knows how the business works and is aware about the interdependencies of quality, time and resources and how these influence productivity and success of the organization. • Communicates in a manner that is appropriate and respects diversity, so that the message comes across and is understood by the target group. • Takes responsibility for knowledge customer requirements by identifying, evaluating and/or implementing problem resolutions. • Investigate customer requests for future customization / developments to continuously meet and exceed customer expectations. • Achieve key performance targets as directed to maintain optimum customer satisfaction. Requirements: Essential • Excellent troubleshooting and problem-solving expertise • In depth knowledge of all Information technology Services including Microsoft Solutions, Networking Infrastructure, Virtualization, Data Recovery, Security and Migration Services • Knowledge of major Operating Systems • An knowledge of Cloud Infrastructure • Optimization of existing Information technology Infrastructures • CompTIA A+, Network+, Microsoft Accredited • practice of thin client systems and VPN management • Knowledge and knowledge of methodologies to execute technical health assessments on customers’ networks. • Fluent in discussing complex technical details in English • Exceptional Problem Management expertise, able to investigate trends, to apply a methodical approach to identify root cause and suggestions for solution • Exceptional Incident Management expertise with the capability to identify root cause and apply solutions to resolve Desirable • Demonstrable practice of acting as expert within own function of Technical Support / Service Desk • ITIL Certified What we offer: • Good remuneration package with additional health coverage and an access to a Multi-sport card; • Job specific training; • Work in a multinational team of professionals across industries such as IT, Sales & Marketing and Customer Care; • Be a part of a dynamic team of young people in a friendly environment; • Option to work in the house Please send us your CV in English. Please note that only prosperous candidates will be contacted. Skills:
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