2nd Line Support Analyst

Since 2012, the network has grown through acquisitions of smaller telephone and cable companies. Construction crews, contractors and engineers are building fiber to hundreds of thousands of new locations. Safety meetings are every Monday at 7 a.m., before trucks roll.

We need a 2nd Line Support Analyst. This is a full-time position based in Sofia, Sofia City Province. Our operations team closes around 600 tickets a month and needs one more person on the desk. This is an in-person role at our Sofia location.

What you'll do:

• Troubleshoot Microsoft 365 issues in Outlook, Teams, OneDrive and SharePoint
• Escalate network, server and application problems to the right team with clear notes
• Write and update knowledge base articles for common problems
• Respond to tickets, calls, chats and walk-ups through ServiceNow, Jira Service Management or Freshservice
• Keep ticket notes and time entries up to date
• Fix printers, docking stations, monitors and conference room AV equipment
• Reset passwords, clear account lockouts and re-register MFA in Active Directory and Entra ID

Qualifications:

• 3+ years of help desk or desktop support experience
• Experience with Active Directory user and group management
• CompTIA A+ certification or equivalent hands-on experience
• Customer service skills and patience with non-technical users
• Working knowledge of Windows 10/11 and basic macOS support

Schedule: Four 10-hour shifts, Tuesday to Friday, with rotating Saturday coverage

Why work with us:

Pay: €1,300 - €1,600 per month

• Private medical care
• Extra annual leave days
• Cafeteria benefit system
• Overtime paid
• Life insurance
• Multisport card
• Annual bonus

Include your expected salary and earliest start date with your application.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Struma Telephone Cooperative EOOD.