IT User Support Specialist
Tracking Code
Job Location
Job Level
Category
Position Type
Job Purpose
As an IT User Support Specialist, you will be the first line of IT support for all internal end users. Provide world class support to our in-house end users and field personnel on a variety of issues and ensure the continuity of the computer services throughout the company. Responsible for departmental helpdesk processes and standards. Provide telephone and desk support for all software programs, applications, and hardware support, build and upgrade PC's, set up new users with network access as well as resolve issues involving viruses, email, security, connectivity, and computer performance.
Key Responsibilities
- Serve as the primary contact for all helpdesk inquiries, ensuring departmental processes and standards are upheld.
- Offer telephone and desk-side support for all software, applications, and hardware issues.
- Build, upgrade, and maintain PC systems; set up network access for new users.
- Troubleshoot and resolve problems related to viruses, email, security, connectivity, and overall computer performance.
- Maintain Helpdesk proficiently, managing own ticket queue priorities and routing Help Desk Tickets to appropriate teams or individual support technicians as needed. Follow company defined escalation paths for critical issues.
- Utilize AI-enabled tools (e.g., chatbots, documentation automation, analytics assistants) to improve efficiency, accuracy, and streamline routine tasks while following company AI governance and data privacy standards.
Base salary range: For this role, based in Bulgaria, the base salary range is €23000-28000 per year, set using objective, gender-neutral job evaluation criteria applied to all employees performing this role or work of equal value.
Determining your actual pay: Your base salary within this range will be based on objective, gender-neutral factors — work location, skills, qualifications, experience, and education/training. It will not be reduced based on prior salary or negotiating position, nor will it fall below the range or below what colleagues in equal work receive.
Scope: This range covers base salary only, not bonuses, benefits, or other remuneration (as applicable).
Your rights: Tungsten Automation does not ask about current or past pay, and you need not disclose it. This notice does not limit your right to negotiate or your entitlement to equal pay for equal work or work of equal value.
While the job description describes what is anticipated as the requirements of the position, the job requirements are subject to change based upon any changing needs and requirements of the business.
Required Skills
Technical Skills:
- Proficient in Windows Operating Systems, Office 365, and related applications.
- Skilled in PC hardware installation and troubleshooting, with knowledge of peripheral devices such as iPhones/Android devices, printers, and Lenovo/Dell hardware.
- Experience with Intune configuration and management.
- Basic network troubleshooting abilities.
- Strong working knowledge of Microsoft Windows 10 and Windows 11.
- Familiarity with Mac and Linux operating systems is beneficial.
- Understanding of telecommunication systems, including telephony and mobile devices.
- Skills in prompting AI systems and assessing output quality.
- Ability to leverage AI to ideate, develop and scale to the needs of the needs of the department.
Required Experience
- A college degree in a related field or equivalent technical training.
- Certifications such as A+, MCP, or equivalent, or a minimum of 5 years of relevant experience.
- Excellent communication skills with the ability to interact effectively with end users.
Additional Requirements:
- Willingness to engage in occasional travel.
- Flexibility to work in rotational shifts to support a global workforce.
Tungsten Automation Corporation is an Equal Opportunity Employer M/F/Disability/Vets
This position is located at Business Centre "Labirint" 5th Floor Liulin 10 District, Sofia, Sofia. View the Google Map in full screen.