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IT Helpdesk Engineer

Acronis

Acronis

IT
Sofia, Bulgaria
Posted on Friday, May 31, 2024

Acronis is a world leader in cyber protection—empowering people by providing them with cutting-edge technology that enables them to monitor, control, and protect the data that their businesses and lives depend on. We are looking for an IT Helpdesk Engineer who is ready to join our mission in creating a #CyberFit future!

As an IT Helpdesk Engineer, you will play an instrumental role in supporting our employees across every department, to ensure they have everything they need to successfully do their job. You will onboard new hires and support existing employees with hardware and software that they use daily, responding quickly and efficiently to help troubleshoot and resolve any IT related issues.

Every member of our “A-Team” has an instrumental role and impact on the success of Acronis innovative and growing business, so we are looking for someone who enjoys working in dynamic, global teams and thrives in a fast-paced and rapidly changing work environment. Just like everyone at Acronis, the ideal candidate will embody all of our company values: responsive, alert, detail-oriented, makes decisions, and never gives up.

WHAT YOU'LL DO

  • Technical Support: Offering (1st and 2nd level) support to end-users facing issues with hardware, software, networking, and other computer-related technologies.
  • Troubleshooting: Diagnosing and resolving technical problems, either remotely or in person, prioritizing and scheduling issues, and documenting solutions using the Service Desk platform. When necessary, problems must be escalated to the appropriately experienced technician.
  • Maintenance: Ensuring the proper functioning of computer systems, conducting regular checks, and performing updates and upgrades as necessary.
  • Customer Service: Communicating effectively with customers to understand their problems and provide clear guidance and solutions.
  • Project Management: Taking responsibility for IT-related projects, managing timelines, and ensuring deliverables meet quality.
  • Configuration and Installation: Setting up and configuring new hardware and software, ensuring that systems are ready for use by end users.
  • Network Support: Assisting with network setup, maintenance, and troubleshooting, (switches, wireless controllers, access points, UPS).
  • Operational Control: Contributing to the operational permanent control framework to ensure compliance with internal and external regulations.
  • Hardware Repairs: Initial diagnostic, working with the Service center to repair or replace failed hardware components.
  • Documentation: Developing and updating support procedures and documentation to reflect the company's latest troubleshooting techniques, solutions, and processes.
  • Asset management.
  • Occasional Business trips to fulfill IT department’s needs.

WHAT YOU BRING (EXPERIENCE & QUALIFICATIONS)

  • A bachelor's degree in computer science or a related technical field or 2+ years of experience working in a Helpdesk environment or similar role.
  • Technical Skills:
    • Experience in troubleshooting and technical support.
    • Proficiency in operating systems such as winOS and macOS.
    • Knowledge of networking and connectivity issues.
    • Ability to work with remote desktop support software and tools.
    • Understanding of network protocols and security systems.
    • Experience with hardware repairs and maintenance.
    • Project management skills to handle IT-related projects.
    • Extensive application support experience with Microsoft Office 365 products.
    • Working knowledge of a range of diagnostic utilities.
  • Soft Skills:
    • Strong communication skills to interact effectively with users.
      • Upper-intermediate English, written and verbal.
    • Excellent customer service orientation.
    • Good problem-solving and analytical skills.
    • Ability to escalate technical issues when necessary.
    • Attention to detail and the ability to work well in a team environment.
    • Strong documentation skills.
    • Keen attention to detail.

*Please submit your resume and application in English

WHO WE ARE

Acronis is revolutionizing cyber protection by unifying backup, disaster recovery, storage, next-generation anti-malware, and protection management into one solution. This all-in-one integration removes the complexity and risks associated with non-integrated solutions and offers easy, complete and reliable data protection for all workloads, applications, and systems across any environment—all at a low and predictable cost.

Founded in Singapore in 2003 and incorporated in Switzerland in 2008, Acronis now has more than 2,000 employees and offices in 34 locations worldwide. Its solutions are trusted by more than 5.5 million home users and 500,000 companies, and top-tier professional sports teams. Acronis products are available through over 50,000 partners and service providers in over 150 countries and 26 languages.

WE OFFER

Competitive Benefits

  • Employee recognition program – CyberDragon Award
  • Employee referral bonus program
  • Hybrid and flexible working mode
  • 25 days paid annual leave
  • Supplementary health insurance for employees and family members, including dental treatment
  • Childbirth bonus
  • Monthly sports card for employees and family members
  • Monthly public transport card

Office Benefits

  • Convenient and modern office location in the Building of the year including office massage and game rooms
  • Free parking for cars, bikes and bicycles
  • Free lunch vouchers
  • Parties, team-buildings and birthday compliments

Professional Development

  • Global mentorship program
  • In-house training and professional development activities
  • Certification courses
  • Participation in conferences and seminars

Acronis is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, marital status, national origin, physical or mental disability, medical condition, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, gender identity or expression, or any other characteristic protected by applicable laws, regulations and ordinances.

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