Remote Support Specialist

City: Sofia

Job Type: Regular

Language: English

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.

Now, we are looking for more talents to join us in our mission to engineer a Smarter Future Together.

Role Specifics

The Remote Support Specialist is the technical escalation point for tickets that cannot be solved by the Customer’s Level 1 Helpdesk. The Remote Support Specialist receives calls from Level 1 Helpdesk or other Resolving Groups for urgent/high priority tickets and communicates directly with the end users in the process of incident troubleshooting via all agreed channels. The Remote Support Specialist takes ownership of all tickets routed to them which require a higher level of technical analysis and work these tickets to resolution or route to the appropriate Resolution Group.

Your daily agenda would be to:

Diagnose and resolve technical issues related to AV systems, including audio, video, and connectivity problems
Provide immediate remote support to address issues during meetings and events, minimizing downtime and disruptions
Collaborate with IT teams to troubleshoot network-related issues affecting AV systems
Remotely run routine checks on all AV components to ensure they are functioning correctly
Collaborate with dedicated on-site teams to remotely manage the inventory
Analyze feedback to identify trends and areas for improvement in service delivery

Requirements:

2+ years of experience in AV support, IT support, or a related technical role, preferably in a corporate environment
Minimum high school degree
Fluency in English – B2 or higher
Experience with video conferencing platforms (e.g., Microsoft Teams, Zoom, Cisco WebEx)

You will get:

Competitive remuneration package
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 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
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

United by our passion for talent and technology, we look at the world differently. The future won't wait, it's time to start engineering a smarter future. Are you ready?