{"id":4105613,"url":"https://alion.io/job/avenga-it-operations-middle-support-specialist","title":"IT Operations - Middle Support Specialist","company":{"id":181252,"name":"Avenga","domain":"avenga.com","url":"https://alion.io/company/avenga","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Teamtailor","truth_index":{"grade":"B","score":78,"open_postings":29,"ghost_share":0,"stale_share":0.862,"repost_share":0,"time_to_fill_p50_days":30,"computed_at":"2026-11-12T10:38:37Z"}},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Sofia, Bulgaria"],"countries":["BG"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Freshdesk","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-11-11T15:31:11Z","employer_posted_date":"2026-11-11","last_verified_at":"2026-11-12T11:10:49Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Avenga is an international engineering firm helping businesses operate with AI at the core. With 6,000+ experts worldwide, we combine engineering expertise with AI-native thinking to turn ambitious ideas into real-world impact across industries, technologies, and markets. \nAt the core of the role\nWe are looking for Mid-Level Support Specialists to join our IT Operations team and provide front-line platform and user support. You will be responsible for troubleshooting issues, managing support requests, coordinating escalations and maintaining support documentation.\nYou will work closely with technical and program teams in an international project environment, helping ensure smooth day-to-day operations.\nCore skills you’ll bring\n2+ years of experience in IT support, help desk, technical/customer support or a similar role.\n\nStrong customer-service, problem-solving and troubleshooting skills.\n\nExperience with ticketing systems (ServiceNow, Zendesk or Freshdesk).\n\nAbility to document issues, prioritize and manage support cases and determine when escalation is needed.\n\nStrong organizational skills, attention to detail and ability to work independently and collaboratively across teams.\n\nAbility to quickly learn new platforms, processes and tools.\n\nStrong written and verbal English communication skills.\n\nNice-to-have\nExperience supporting learners, educators, institutions, nonprofits or workforce-development programs.\n\nExperience creating and maintaining FAQs, knowledge-base articles, user guides or training materials.\n\nFamiliarity with Adobe Guides or Adobe Captivate.\n\nExperience with content-management, learning-management or digital credentialing platforms.\n\nExperience supporting global or multilingual users; additional languages are a plus.\n\nThe impact you'll create\nResolve user inquiries related to account access, registration, affiliations, learning content, progress tracking, digital credentials, navigation and program processes.\n\nTroubleshoot issues and escalate complex cases to the appropriate technical or program teams.\n\nCategorize, prioritize and track cases in a help desk system.\n\nMaintain accurate case notes, diagnostic steps and resolutions.\n\nIdentify recurring issues and share trends with the teams.\n\nMaintain FAQs, support articles, guides and knowledge-base content.\n\nUpdate training materials using Adobe Guides or Adobe Captivate.\n\nProvide clear, professional support to a global user population.\n\n What supports your journey\nLearn in the way that suits you: Access to an online learning platform, language learning programs, company-funded certifications, training and conference participation.\n\nWork your way: Hybrid work model, flexible working hours, in-office fresh fruit and refreshments.\n\nWe look after your well-being: Paid annual leave of 20 working days from year one, plus 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.\n\nSupport for life’s milestones: Baby bonus.\n\nBe part of the community from day one: Family-friendly events, company social events, teambuilding activities, collaborative and inclusive work environment, referral reward program, corporate discounts.\n\nPeople are at the core of Avenga. We provide equal opportunities regardless of race, ethnicity, gender identity, sexual orientation, disability, age, religion, or any other characteristic. 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