Technical Support Analyst (French & English)

Are you comfortable with working night shifts? What does having four consecutive days off sound like? This is an on-site center-based role in Bucharest and requires commitment to 4 days on (2 days from 7am – 7pm, 2 nights from 7pm – 7am), 4 days off, this cycle is repeated.
  
Responsibilities
· To log all Customer incidents and service requests accurately, provide fault diagnosis, call vetting and technical support to successfully resolve issues on a First Time Fix basis and escalate Tickets to resolver groups or Second Line Support as required.
· For each Customer Ticket, identify and apply the correct priority, SLA and category whilst capturing a full detailed description of the issue.
· Where a Ticket cannot be resolved on a First Time Fix basis, ensure that it is assigned to either Second Line Support or the correct resolution group, with clear, concise, and detailed information recorded on the individual Ticket, to enable efficient call management and resolution within SLA.
· Proactively monitor, review and chase tickets to ensure they are responded to promptly, following defined operating procedures and within agreed contractual Service Levels.
· Always maintain high customer service standards to encourage an excellent customer experience.
  
Job Requirements
· 3+ years of experience providing IT infrastructure support, including hardware, software, and operating system troubleshooting.
· Proficient French and English (minimum B2)
· Good command of Windows O/S
· Microsoft Office 365 troubleshooting experience
· A basic knowledge of networks, including familiarity with wireless connectivity and of enterprise LAN and WAN setups when troubleshooting connectivity issues.
· An understanding of basic user account management in Active Directory, including resetting passwords and unlocking accounts.
· CompTIA A+ or equivalent entry-level IT certification (or acquired during employment) is desirable.
  
What’s in to you? You will continually enhance your skills in diagnosing and fixing hardware and software issues, boosting your technical knowledge across various platforms. Since you will work directly with the end users, this role also enhances your ability to deliver great customer service, balancing technical expertise with empathy and patience.
  
Benefits:
· An opportunity to work in a dynamic learning environment.
· A competitive salary, inclusive of meal tickets and shift allowance (this range depends upon your practical technical support experience)
· Medlife Medical subscription
· Pizza Friday & Coffee/tea/snacks at the office
· We provide unlimited access to free learning and development resources up to the achievement of certification. Our training platform offers a variety of courses such as CompTIA A+, ITIL, Cisco modules, Microsoft Office 365 training, AWS Cloud Practitioner, DevOps to Cloud Architect and many more.
  
Who are we: ESP Global Services has been providing customized IT support solutions to businesses around the world for over 30 years. We are expertly managed by a dedicated service team and provide day-to-day support through a team of on-site engineers or responsive guest technicians, service desk coordination of all your IT support requirements or delivery of a specific project such as a system change or a company-wide installation of new hardware, all tailored to the customer’s needs.

At ESP Global Services, we are passionate about empowering people through learning and development. Let’s have a chat!

Join a team that values excellence – our ISO 9001 certification reflects our commitment to quality and superior customer service.