IT Operations, Middle Support Specialist

Avenga

. Provide front-line platform and user support .

Posted 11/11/2026full-timeRemote • BulgariaJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in providing front-line platform and user support, troubleshooting issues, and managing support requests while maintaining accurate documentation and knowledge-base content. Proficient in using ticketing systems and creating training materials to enhance user experience.

Highest-signal resume keywords

IT Support ExperienceTicketing Systems (ServiceNow, Zendesk, Freshdesk)Customer-Service SkillsProblem-Solving SkillsAdobe Guides or Adobe Captivate Familiarity

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingCase ManagementDocumentationKnowledge-Base Article CreationContent ManagementLearning ManagementDigital Credentialing Platforms

Soft Skills

Strong Organizational SkillsAttention to DetailWritten Communication SkillsVerbal Communication SkillsCollaboration

Industry Keywords

User SupportHelp DeskTechnical SupportGlobal User SupportMultilingual Support

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

Provide front-line platform and user support
Troubleshoot issues and manage support requests
Coordinate escalations with technical and program teams
Maintain support documentation
Resolve user inquiries related to account access, registration, affiliations, learning content, progress tracking, digital credentials, navigation and program processes
Escalate complex cases to the appropriate technical or program teams
Categorize, prioritize and track cases in a help desk system
Maintain accurate case notes, diagnostic steps and resolutions
Identify recurring issues and share trends with the teams
Maintain FAQs, support articles, guides and knowledge-base content
Update training materials using Adobe Guides or Adobe Captivate
Provide clear, professional support to a global user population

Requirements

What you’ll need

2+ years of experience in IT support, help desk, technical/customer support or a similar role
Strong customer-service, problem-solving and troubleshooting skills
Experience with ticketing systems (ServiceNow, Zendesk or Freshdesk)
Ability to document issues, prioritize and manage support cases and determine when escalation is needed
Strong organizational skills and attention to detail
Ability to work independently and collaboratively across teams
Ability to quickly learn new platforms, processes and tools
Strong written and verbal English communication skills
Experience supporting learners, educators, institutions, nonprofits or workforce-development programs (nice-to-have)
Experience creating and maintaining FAQs, knowledge-base articles, user guides or training materials (nice-to-have)
Familiarity with Adobe Guides or Adobe Captivate (nice-to-have)
Experience with content-management, learning-management or digital credentialing platforms (nice-to-have)
Experience supporting global or multilingual users; additional languages are a plus (nice-to-have)

Benefits

Comp & perks

Access to an online learning platform
Language learning programs
Company-funded certifications
Training and conference participation
Hybrid work model
Flexible working hours
In-office fresh fruit and refreshments
Paid annual leave of 20 working days from year one
5 additional days after the first year
25 working days after 5 years, plus 5 additional days
Additional health insurance with family coverage
Mental Health Assistance Program with up to 5 psychotherapy sessions per year
Multisport card
Food vouchers
Baby bonus
Family-friendly events
Company social events
Teambuilding activities
Collaborative and inclusive work environment
Referral reward program
Corporate discounts