Support Technician

Ntirety provides Multi-Cloud Managed Solutions that enable IT to shift from managing operational risk to creating a future-ready, agile enterprise. Ntirety is the only Managed Solutions Provider for multi-cloud solutions with guaranteed business outcomes. Our solutions are backed by the industry’s first and only Guidance Level Agreements (GLAs): actionable insights that improve mission-critical application security, cost, and agility. Our engineers in North America, Europe, and Asia deliver solutions that shift tactical Enterprise IT operations to business transformation for thousands of global customers. With fourteen data centers around the world, Ntirety also ensures strict compliance to PCI, HITRUST, HIPAA, FERPA, and GDPR guidelines and regulations.

We are first and foremost a service company, enabled by technology… not the other way around. We believe that service is the core to creating a vibrant, “built-to-last” organization. If what we’ve said isn’t a mission you can get behind, or you are looking for a big paycheck to do more “directing” than “doing”… stop reading.

POSITION PURPOSE:

This position is actually a mixture of 2 roles : System Administrator & Call center agent, so that we need people for our new team, who knows how things really work without help of tools and scripts and also speaks very good English.

Capture, document and resolve service incidents and requests pertaining to Ntirety customers. Responsible for monitoring of technology platforms and services.

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:

• Responsible for monitoring, reporting and documenting internal service malfunctions and outages.
• Communicate with Ntirety customers over the phone, live-chat, and via email to capture, document and resolve 80% of service incidents and requests.
• Escalate incidents and requests according to internal company policies and procedures.
• Document and track all inbound and outbound customer contacts on Ntirety’s proprietary system.
• Communicate with Ntirety employees over the phone, email and instant messenger to capture, document and report service incidents.
• Responsible for reporting issues affecting multiple customers to management and Ntirety partners.
• Responsible to provide initial troubleshooting on incidents.
• Follow established protocols, procedures, and policies, and meet arranged service level agreements.
• Maintain up-to-date knowledge of products and/or services, as well as help desk policies and procedures.
• Must be able to follow written and verbal instruction.
• Perform other duties as assigned.

Requirements

DESIRED MINIMUM QUALIFICATIONS:

• Must have a high school diploma or equivalent
• 1 – 2 years of working experience in an IT role. One-year experience in the web hosting industry or two years of technical support experience preferred.
• Certifications (at least one):

o Linux+
o Server+
o Cloud+
o Azure Fundamentals
o AWS Cloud Practitioner

• Must be flexible in terms of shifts. May be required to work some holidays, weekend days, and overnights!
• Fundamental knowledge of web, application, email, and database servers.
• Working knowledge of internet technology and web hosting
• Excellent verbal and written communication and problem solving skills are required
• Have a customer centric and positive attitude towards customer issues
• Strong interpersonal and organizational skills
• Basic administrative operating system support and troubleshooting experience.
• Must be well organized and detail-oriented and have excellent interpersonal skills.

Benefits

What We Offer

• Competitive remuneration package and company bonus scheme + great social benefits
• 25 days paid holidays annually to help nurture work-life symbiosis
• Free transportation for the night shifts
• Additional Health Insurance package, including extensive medical, dental & vision care
• Multisport Card
• Food vouchers
• Corporate events and various social committee activities
• Free fruit and catering in the office as well as a great variety of snacks and drinks
• An open, casual environment that gives you plenty of freedom to realize your ideas
• A culture that embraces change, speed and getting things done while balancing your personal freedom
• Long term career opportunities and professional growth in a global company
• You’ll work with an outstanding group of smart, friendly and driven people in one of the most innovative tech companies in Sofia
• Referral bonus
• Present for marriage/for a new born kid/surprise for birthdays and many others

If you are interested in joining a profitable, growing and dynamic company, we want to hear from you! Please send us your CV in English!

Hostway is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, age, national origin, disability, veteran status, sexual orientation or any other classification protected by local law.

All applications will be processed in strict confidentiality. Hostway thanks all candidates for their interest; however, only shortlisted candidates will be contacted.

Ntirety does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.