Helpdesk Expert

What you do

• Monitor, track, and resolve IT support tickets using ticketing systems
• Provide technical support via phone, email, chat, and remote access tools
• Troubleshoot hardware/software issues, network connectivity, and user access problems
• Document solutions and maintain an up-to-date knowledge base
• Escalate complex issues to senior technicians or specialized teams
• Install, configure, and update software, operating systems, and security patches
• Assist in user onboarding/offboarding, including account setup and access management
• Train and guide users on IT services in use in the organization

What you bring

• Good understanding of Windows OS 10 and 11
• Basic understanding of MacOS, Linux, iOS and Android operating systems
• Knowledge of Microsoft 365 (Outlook, Teams, OneDrive, Sharepoint)
• Experience with ticketing systems
• Experience with MDM devices
• Understanding of ITIL principles for incident management and escalation
• Networking basics (IP addressing, DNS, DHCP, VPN, Wi-Fi troubleshooting)
• Experience with Active Directory (password resets, user provisioning, group management)
• Knowledge of remote support tools (TeamViewer and RDP)
• Troubleshooting of printers, VoIP phones, and other peripherals

Soft Skills:

• Strong problem-solving and analytical thinking
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Strong interpersonal skills to work both independently and in a team-oriented, collaborative environment

Qualifications & Education:

• College diploma or university degree in the field of computer science or communication technologies
• Fluent in English (written and spoken) – Strong communication skills are essential
• 1+ years of experience in IT support or helpdesk roles

Significant advantage would be:

• Prior experience working with ServiceNow or other ticketing systems
• Customer service or technical support background

What we offer

• Offer a hybrid work model balancing in-person collaboration and remote work.
• Provide a comprehensive compensation and benefits package, including bonuses, pension, health insurance, employee shares, and discounts.
• Support lifelong learning through career development, digital learning programs, and international mobility, fostering innovation and empowerment.
• Present excellent career opportunities in insurance, asset management, and banking, with active communication across Allianz Group and key functions.

85402 | IT & Tech Engineering | Professional | Non-Executive | Allianz Bulgaria | Full-Time | Permanent