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At our Sofia site we are looking for individual to fill a full-time position in the Service department at the soonest possible opportunity.


Service desk operator with German


Your future tasks

As a Service Desk operator you will perform the day-to-day operational activities in support of Incident management process in all of its stages. Based on your knowledge about the customer solution, you will act as a Single point of contact for users on a day-by-day basis. You will also be responsible to support creation and usage of knowledge management data base.

  • Level 1- Incident Management: ensuring proper handling of incidents and requests, facilitating fast end to end problem resolution
  • Voice and data network monitoring
  • Control of the internal and external service processes in case of failure
  • Identification of appropriate problem-resolution procedures using specific customers information
  • Single Point of Contact and Case Owner during execution and monitoring of customers Service Level Agreements
  • First Clearing operation (removal of failures according to defined regulations and


Essential requirements

  • Fluent German is a must –level B2 or above
  • Strong overall IT Knowledge and computer literacy – Windows and Linux platforms; Networks; Internet Protocols;
  • Excellent communications skills
  • Strong Analytical skills
  • Good command of English
  • Good process understanding
  • Sense of responsibility
  • Readiness to work on 24/7 shifts



  • Knowledge of Information Technology Infrastructure Library (ITIL)
  • VoIP technologies knowledge
  • Cisco Certified Network Associate(CCNA) certification
  • Customer support (or service) experience


Your motivation

If you recognize the opportunity to develop professionally in a multinational company working on projects for world class international companies with skilful co-workers to share experience with, please send us your CV to milka.semova@febalumni.org no later than Dec. 17th.


All applications will be treated in strict confidentiality. Only short-listed candidates will be contacted.