IT Technician

On behalf of our client - a great leader in the hospitality, gaming & casino field in Svilengrad, we are looking for IT Technician to support the end users IT concerns including business tools, slots, tables, hotel, cctv and desktop.

You will serve as the first point of contact for end users seeking technical assistance via our internal process. Perform remote and local troubleshooting through diagnostic techniques and pertinent questions. Coming to a resolution using your knowledge and best ability. Escalating tickets when required to relevant teams.

- Serve as the first point of contact fo rend users seeking technical assistance over the phone or email
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Determine the best solution based on the issue and details provided by customers
- Walk the customer through the problem-solving process
- Direct unresolved issues to the next level of support personnel
- Provide accurate information on IT products or services
- Record events and problems and their resolution in logs
- Follow-up and update customer status and information
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Assist in the creation of technical standard operating procedures and training material; including complex business processes, system documents, and industry standards
- Communicate and ensure adherence of policies and procedures by technical support engineers
- Initiate continuous improvement initiatives to drive support and service excellence
- Act as a customer liaison and point of contact throughout the ticket
- Troubleshoot production problems with software, hardware, network products for and with customers.
- Take initiative to accomplish tasks involving communication/coordination with Infrastructure, InfoSec, Development & AV
- Partner with various engineering teams to troubleshoot, analyze, and resolve tickets
- Ability to work well as a member of a large team spanning multiple cultures and time zones.
- High self-motivation and ability to learn multiple technologies and software applications with little supervision.
- Ability to communicate clearly both verbally and in written form; especially technical concepts


REQUIREMENTS

• University degree or college diploma in a related technology field.

AND/OR

• 2-4 years of relevant work experience in an IT Service role. Candidates with IT certifications a plus

- Customer-Centric Focus.
- Practical decision-making and problem-resolution skills.
- Proven experience as a help desk technician or other customer support role
- Tech-savvy with working knowledge of office automation products, databases, and remote control
- Good understanding of computer systems, mobile devices, and other tech products
- Ability to diagnose and resolve basic technical issues
- Virtualization knowledge and experience working with virtualization tools (e.g. VMware vCenter, OpenStack, or similar) is a plus
- Intermediate knowledge of Windows and Linux
- Experience with enterprise networking/storage/servers hardware; especially as it relates to virtualized environments.
- Excellent (written and spoken) communication and customer support skills.
- Experience with database administration (e.g. MS SQL Server, PostgreSQL, MongoDB).
- Experience with configuration and maintenance of web servers (e.g. IIS 7.0+, NGINX, Apache)
- Familiarity with Two-Factor Authentication concepts.
- Maintain, and monitor service level agreements, ensuring assigned incidents are responded to, diagnosed, and resolved swiftly and effectively;
- Prioritizes incidents and tickets in order to improve the team's effectiveness;
- Ensure incidents and tickets are regularly updated to reflect the current status and provide accurate metrics for service improvement;
- Manage internal and external resources to provide cost effective service delivery;
- Manage inventory of IT assets focusing on desktop software, workstations, and branch devices.
- Create and establish procedures related to workstation management, operational service delivery, and technical support;
- Participate as needed in audits
- Performs other duties as assigned.
- Ability to provide training and support for users with varying degrees of IT knowledge
- Ability to communicate problems and resolutions effectively and professionally to non-IT personnel
- Ability to present complex concepts and technologies in a clear and concise manner
- Experience in a gaming or casino IT environment is desirable
- Resourcefulness and problem-solving aptitude
- Ability to seek out vulnerabilities in IT infrastructures

CLIENT'S PROPOSAL:
- Highly competitive salary;
- Friendly and professional environment;
- Great office environment;
- Free accommodation in the town of Svilengrad;
- Free transport;
- Free food.


Easy Consult is a well-known Bulgarian recruitment agency that has been placing and sourcing talented technical and non-technical IT professionals since 2004. With over 15 years of recruitment experience, we specialize in matching talented individuals to vacancies in the highly competitive IT jobs market at all levels. We aim to provide the best services, the best solutions, and the best value to both job seekers and employers within the ICT industry.

Our services are free of charge for candidates. All applications will be treated with strict confidentiality. Easy Consult Recruitment and Employment activities are based on a Recruitment license 2339/ 30.08.2017.