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Top Skills Recruitment

Technical Support Engineer


Обявата е публикувана в следните категории

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    Tech Stack / Изисквания

    For our customer – a quickly-evolving international company, we are currently looking for a Technical Support Engineer.

    Role Summary:

    The Service Desk function & Tier 1 Engineer will provide first line technical support to GTT’s customers across an international base. The successful candidate will require an aptitude for working with a variety of Information and Communications Technology (ICT) portfolio of products and services, to undertake analysis, diagnosis and resolution/fulfilment of customer incidents/requests, which may range from straightforward to more complex technical requirements. There is also a range of administration duties within this role.

    Internal Departments they will interact with:

    NMC, Tier 1,5, Tier 2, Tier 3, Carrier Management.

    Main Responsibilities:

    • Logging all relevant incident/service request details, allocating categorization and prioritization codes.
    • Providing first-line investigation and diagnosis using approved tools, systems and procedures.
    • Resolving/fulfilling incidents/service requests that are in scope.
    • Technical Escalations – escalating incidents/service requests that cannot be resolved/fulfilled within agreed timescales or are out of Service Desk/1st Line scope, to the next level technical team which may include 3rd Parties or other non-Assurance functions.
    • Engaging and arranging external technical and non-technical support where hands and eyes support are required on-site.
    • Following-up with external technical and non-technical support organizations including 3rd parties until incident/request resolution/fulfilment.
    • Managerial Escalations – escalating incidents/service requests that are at risk of failing or have failed agreed SLAs/OLAs, or that are out of scope, which may include 3rd Parties or internal roles (e.g. Service Manager, Account Manager).
    • Keeping customers informed of progress.
    • Owning incidents/requests from ticket creation to resolution/fulfilment/closure.
    • Closing all resolved/fulfilled incidents/requests and other queries.
    • Communication with customers – keeping them informed of incident/request progress, notifying them of impending changes or agreed outages, etc.
    • Ensure the Configuration Management System (CMS) is maintained/updated.
    • Maintain an exceptional level of customer service during any engagements with Customers/3rd Parties/Internal Teams.
    • Ensure communication at all times is clear, concise, meaningful, professional and efficient.
    • Provide feedback to appropriate Line Manager on how the Service Desk (Tier 1 and Escalation Management) and supporting functions can improve.
    • Identify need for Problem Management for reoccurring Incidents/Events.
    • Understanding of and familiarity with Customers’ services and solutions.
    • Compliance with Service Operations processes (Event Management, Incident Management, Request Fulfilment, Change Management, and Problem Management) and associated metrics (SLAs/OLAs/KPIs/other metrics).
    • Actively participate as required in meetings (customer, 3rd party, internal).
    • Conducting customer satisfaction call backs/surveys as agreed.
    • Coach/guide Junior staff and new starters.
    • Act as delegate for Senior staff.
    • Act as technical escalation gate for Junior staff.
    • Higher First Line Fix/Right First Time than Junior staff.

    Ideal Candidate Profile:


    • MS Office – Intermediate (must).
    • Awareness of ITSM tools (Siebel, Remedy, ServiceNow, Clarify, HEAT) (must).


    • 12+ x months experience in Customer Service/Contact Centre/Help Desk/Service Desk role (must).
    • 12+ x months in a process driven organization (must).
    • Experience working in a multi-cultural/international environment (desirable).
    • Experience in fault diagnosis/troubleshooting and fulfilling requests (must).


    • General ICT industry understanding (must).
    • Awareness and understanding of process framework(s) – ITIL Foundation/ITIL Operations (desirable).

    Essential Criteria:


    • Knowledge and understanding of TCP/IP protocol stack and OSI layering (OSI model).
    • Knowledge and understanding of different types of common WAN connections.
    • Knowledge and understanding of Transmission networks and technologies: Fibre optics, Colocation, PDH, SDH, ATM, Wavelength, Ethernet, xDSL.
    • Understanding of Cisco/Juniper hardware/software – routers/switches.
    • Understanding the basic functions of the following protocols: DNS, BGP, DHCP, IPv4 (CIDR), TCP/UDP, VPN, VLANs, HSRP/VRRP.
    • Experience with Cisco/Juniper OS on CLI using show commands to troubleshoot issues.


    • English – fluent (mandatory).

    Desirable Criteria:


    • Knowledge and understanding of SD WAN and components.
    • Awareness and understanding of optical technologies.
    • Awareness and understanding of Unified Conferencing products (video, Skype for Business).
    • Awareness and understanding of Hosting and Security products.
    • CE/CPE role understanding.

    Other Similar Job Functions:

    • Contact Centre
    • Helpdesk
    • Service Desk
    • 1st Line Support


    • High School Degree in IT related discipline (must).
    • BSc/BA Degree in ICT/Telecommunications/Business Administration or similar discipline (either complete or in-progress) (must).
    • CCENT knowledge, Network+ or equivalent (complete or in-progress) (must).
    • ITIL Foundation (desirable).


    • 2 day shifts 08:00-20:00 followed by 2 night shifts 20:00-08:00, followed by 4 days off)

    Are you ready to take your career to the next level? Send your CV in English!

    License for recruitment for Bulgaria: № 2399 / 15.11.2017.
    License for administration and protection of personal data issued: № 432025 / 23.10.2017