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Technical Support Level 1

location Bulgaria working time Full-time remote Remote

About the job

Matrix Global Services USA seeks Service Desk Analysts for our engagement in serving a healthcare customer in the United States. Matrix Global Services is a total IT solution provider that helps its clients achieve their objectives through the optimization of IT Service Management and Technical Support.

This position requires close collaboration with the USA Market, which is why the working hours are based on the Eastern USA time zone. The role includes working on a shift basis, which includes evenings and weekends.


• Provide professional and friendly support consistently via telephone, email, chat, and remote connections.
• Identify and communicate issue criticality based on the customer and issue, which includes issues with clinical software related to patient care.
• Create and manage tickets according to Service Desk standard operating procedures.
• Triage, diagnose, and resolve computer hardware and software issues.
• Resolve issues where possible and assign issues to the correct support team when resolution is not possible.
• Execute standard escalation procedures based on issue priority.
• Tracking recurring problems and escalating them to management in a timely manner.
• Coordinate the installation of hardware and software
• Contribute to all Service Desk processes and technical documentation.
• Available 24/7 to respond to emergencies


• Very strong English language communication skills to be able to work on technical issues with non-technical customers.
• Excellent customer service and interpersonal skills
• Ability to communicate via email and tickets in English
• Highly self-motivated and detail-oriented
• Ability to effectively prioritize and multi-task while working independently in a high-pressure environment.
• Strong background in supporting Windows client operating systems, standard desktop applications, and user account management.
• Working knowledge of network support issues, remote working systems and remote support.
• Ability to work in a team-oriented collaborative environment.
• At least 1 year of Service Desk Experience required, 2 or more years preferred.
• At least 2 years of Customer Service experience required, 3 or more years preferred.
• Healthcare experience, especially EMR support, highly desirable.
• ServiceNow experience desirable

What we can offer

• Remote work and flexible working hours
• Additional private medical and dentist insurance
• Monthly food vouchers
• Monthly transport coverage
• Additional Family-friendly benefits
• Professional and career benefits
• Access to online courses
• Sport activities
• Celebrating happy hours
• Internal sports competitions
• Top-quality work environment

If you are looking for stability, professional growth, long-term career, and technology challenges in the sought-after companies – come and join us today! One last thing, if you have a lot of these skills, but not all of them, please still apply. We love to teach those who are willing to learn.

19 hours ago