• Provide technical assistance and support to end users by troubleshooting software issues, resolving access problems, and supporting IT management tools and systems. • Ensure prompt issue resolution, delivers user training, and supports cloud-based applications and IT service operations. • Provide technical support and training for end-users of JIRA and GitLab, ensuring efficient system adoption and issue resolution. • Establish a structured workflow for tracking Service Level Agreement (SLA) adherence, integrating automated notifications and escalation procedures within JIRA. • Submit the Quarterly Ticketing & Version Control Optimization Review, assessing ticket resolution performance, workflow inefficiencies, and recommended process improvements.

• Receive and respond to escalate Customer cases regarding technical and functional questions or issues; • Handle a variety of complex issues dealing with various platforms, operating systems, applications, integrations, inbound/outbound calling, caller ID, calling features, etc. Analyze, reproduce, and be part of the resolution; • Assist the Frontline Support team to train them on some specific topics, and improve how the issues are escalated to the Technical Support team. Train the Customer Support Team about relevant subjects. Create and maintain internal documentation; • Work closely with developers and product management colleagues to diagnose, understand, and resolve issues. Mitigate risks in potential features, and bring best practices to the Customer Support Team; • Take ownership with internal and external stakeholders to define and resolve systemic issues, and suggest product enhancements and eventual workarounds. Recommend and support the implementation of process improvements; • Monitor Customer Support metrics to proactively identify trends and recurring issues. Follow up with customers to ensure ongoing high levels of satisfaction

Role Description We're partnering with a fast-growing global online gaming company offering Bingo, Casino and Slots products across multiple brands. With offices around the world, they're looking for an ambitious IT Support Technician to join their Romania team. Their Bingo platform is a highly distributed system serving thousands of concurrent users, creating exciting technical challenges and exposure to modern cloud technologies. This role is ideal for someone with solid Level 1 IT support experience who is progressing into Level 2 and wants to accelerate their career. You'll take ownership of IT operations across your assigned region from day one, working with Microsoft cloud technologies, modern endpoint management and enterprise infrastructure. If you're proactive, curious and enjoy solving problems end-to-end, this is an excellent opportunity to develop quickly. Key Responsibilities - Deliver Tier 1-2 IT support across global offices, owning issues from first contact through to resolution and root cause analysis. Escalate to Tier 3 only where necessary. - Act as the primary IT contact for your assigned region, managing support requests via Jira Service Management, phone and email while keeping users informed throughout the ticket lifecycle. - Troubleshoot and resolve hardware, software, endpoint, peripheral and Microsoft application issues, while providing onsite support for printers, meeting room AV, IoT devices and physical infrastructure where required. - Manage the complete onboarding, offboarding and employee lifecycle process, including account provisioning, device deployment, access management and asset updates, while identifying opportunities to improve existing processes. - Deploy and configure Windows devices using Windows Autopilot and pre-provisioning. - Administer Microsoft 365, Entra ID and Intune, including user lifecycle management, licensing, conditional access, MFA, compliance policies, application deployment, patching and BitLocker recovery. - Maintain accurate IT asset records and lifecycle management within the ITSM platform. - Coordinate hardware procurement, warranty repairs and vendor management through to completion. - Create and maintain clear, accurate documentation and knowledge base articles within Confluence. - Support security operations by enforcing company policies, assisting with phishing investigations, endpoint isolation and evidence collection. - Research, evaluate and implement new technologies that improve systems, processes and the end-user experience. - Take ownership of technical issues from investigation through to implementation, driving improvements rather than waiting for direction. - Meet agreed SLA and OLA targets while proactively communicating progress and risks. - Invest in your own professional development through ongoing learning, certifications and knowledge sharing. Qualifications - Around 2 years' experience in a Level 1 IT Support role with clear progression towards Level 2 responsibilities. - Strong hands-on Microsoft 365 administration experience, including Exchange Online, SharePoint, Teams, licensing, user lifecycle management and Microsoft Defender for Endpoint. - Proven experience administering Microsoft Entra ID, including user and group management, dynamic groups, MFA, conditional access, identity lifecycle management and licensing. - Hands-on experience with Microsoft Intune, including device enrolment, compliance policies, application deployment, patching and Windows Autopilot. - Strong experience installing, imaging and troubleshooting Windows 10/11 devices. - Good understanding of networking fundamentals including DNS, DHCP, IP and VPN, with the ability to troubleshoot methodically before escalating. - Exceptional attention to detail and a commitment to producing accurate documentation and following processes consistently. - Excellent written and verbal English communication skills. - Strong organisational skills with the ability to manage multiple priorities and work independently. - A proactive mindset with a proven ability to take ownership, identify improvements and deliver solutions from start to finish. - A genuine interest in new technologies and continuous learning. Requirements - Microsoft AZ-900 (Azure Fundamentals) is expected. - MD-102 (Endpoint Administrator) is highly desirable. - Additional Microsoft certifications are viewed positively. - CCNA, CompTIA Network+ or CompTIA Security+ are advantageous but not essential. Desirable Experience - Experience with any of the following would be beneficial: - Atlassian Jira Service Management - Confluence - Azure DevOps - Microsoft Azure - Windows Autopilot - Microsoft Defender for Endpoint - SharePoint - Exchange Online - Proofpoint - CrowdStrike - Google Workspace - Onsite technologies including printers, IoT devices, meeting room AV and keycard/access control systems. - You don't need experience across every technology listed, but exposure to several demonstrates the breadth of experience we're looking for.

Coupa makes margins multiply through its community-generated AI and industry-leading total spend management platform for businesses large and small. Coupa AI is informed by trillions of dollars of direct and indirect spend data across a global network of 10M+ buyers and suppliers. We empower you with the ability to predict, prescribe, and automate smarter, more profitable business decisions to improve operating margins. Why join Coupa? 🔹 Pioneering Technology: At Coupa, we're at the forefront of innovation, leveraging the latest technology to empower our customers with greater efficiency and visibility in their spend. 🔹 Collaborative Culture: We value collaboration and teamwork, and our culture is driven by transparency, openness, and a shared commitment to excellence. 🔹 Global Impact: Join a company where your work has a global, measurable impact on our clients, the business, and each other. Learn more on Life at Coupa blog and hear from our employees about their experiences working at Coupa. The Impact of a Technical Support Engineer at Coupa: As a Technical Support Engineer, you will be pivotal in supporting enterprise customers utilizing our cloud-based platform, contributing to a dynamic global team dedicated to exceeding customer expectations and fostering their success. In this role, you will leverage a curious and sharp technical acumen to provide customers with expert guidance on best practices. What You’ll Do - Answer ‘how to’ technical and application configuration questions to our enterprise customers. - Assist in troubleshooting 1st and 2nd level technical issues. - Work with other business units, including the Integration team, Operations, and Customer Success, as required to ensure our customers' success. - Be responsible for customer production environments. - Build 'knowledge articles' in Coupa’s knowledge base for customers' use. What You Will Bring to Coupa - Excellent written and verbal communication skills. - Strong technical knowledge, including Linux, Unix, and familiarity with other Operating Systems. - Interest in learning scripting languages (e.g., Bash, Shell, Python) and understanding of web technologies (XML, XSLT, DOM, HTML). - Ability to articulate solutions to complex technical problems clearly and simply. - Experience working directly with external customers in a support environment, preferably in an enterprise software setting. Coupa complies with relevant laws and regulations regarding equal opportunity and offers a welcoming and inclusive work environment. Decisions related to hiring, compensation, training, or evaluating performance are made fairly, and we provide equal employment opportunities to all qualified candidates and employees. Please be advised that inquiries or resumes from recruiters will not be accepted. By submitting your application, you acknowledge that you have read Coupa’s Privacy Policy and understand that Coupa receives/collects your application, including your personal data, for the purposes of managing Coupa's ongoing recruitment and placement activities, including for employment purposes in the event of a successful application and for notification of future job opportunities if you did not succeed the first time. You will find more details about how your application is processed, the purposes of processing, and how long we retain your application in our Privacy Policy.