GTT

IT Service Desk Administrator

Sofia

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hirly's read of this role

Role family: Customer support
Seniority: Mid level
Country: BG
Work mode: On-site / unstated
First seen by hirly: 19 Sept 2026

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the posting

Team Description & Purpose of Role:

The ICT 1st line Engineer is responsible for Global end-user support and maintenance of various desktop/infrastructure related systems and processes including Windows domains and phone systems and devices.

Job Responsibilities:

Provide technical support to users via ticket system, phone calls, chat, emails and covering hardware and software products
Troubleshooting, imaging, install, maintain, upgrade, and configure company-wide systems and programs as needed to support the needs of the organization
Provision equipment (laptops, desktops, accessories, etc.) for new hires, and configuring equipment.
Manage user and computer accounts Active Directory, Email, SCCM, Office 365, VPN.
Work closely with the Networking team to resolve various network connectivity issues
Understand about ITIL or similar methodology will be considered an advantage
Miscellaneous IT related tasks, assigned as needed by manager

Experience Required:

Windows 7 / Windows 10 and Microsoft product 1st line troubleshooting
Knowledge and interest at least in one of the following areas: Active Directory, Exchange 2013/2016, Office 365, Skype for Business, End-user OS (Windows),
Good Network skills – TCP IPv4, IPv6, DNS, DHCP, Routing etc.
Strong command of English language, written and spoken
Strong hardware knowledge of PCs, laptops etc.
Strong configuration knowledge of MS Office, Laptops and Desktops
Strong sense of urgency and problem-solving skills

Person Specification:

Team worker with good communication skills
Responsible, motivated, mobile and flexible
Able to learn and adapt in a rapidly changing environment
Professional and customer focused work ethic (role will entail having to interact with key senior management)
Flexibility in working hours – often providing cover until 7pm, but also must be flexible in terms of hours of work around the needs of the business
Capable of lifting and moving PCs, IT equipment etc.
Fluent English language skills essential