Cloud Infrastructure Specialist

Ascent is proud to be trusted in setting up and scaling out a Centre of Excellence in Sofia that is fully integrated into BDO Global Office’s core operations.  
 

About BDO Global Office 

BDO invests heavily in people, motivating and supporting talented teams across the globe. In 2015, they made the strategic decision to extend their core technical infrastructure team with a nearshore insourcing approach, bringing on high-quality talent that could be fully integrated into the global world-class team of employees delivering outstanding service to their member companies.  
BDO’s focus was on quality and cultural fit, building out a team of great people committed to working for BDO for the long term, developing and acquiring new skills and responsibilities, and adding consistent value to the entire BDO Global Office team.  
Ascent helped to build out the BDO Global Office’s core infra team and cloud support resources in Sofia, originally focused primarily on Microsoft cloud (Azure/Office 365) technology. The team expanded rapidly in both volume and discipline, and today BDO’s team includes application support, business analysts, data analysts, project managers, solution architects and various business support roles, split across Bulgaria, Portugal, and the UK.  
 
 
About Ascent   

Ascent is a design-led software, data and cloud business that specialises in advanced analytics and AI.  We are an engineering business. We design, build and manage cloud-native products, solutions, platforms & experiences on Azure.  
Our pan-European community of engineers, architects, data scientists and digital consultants helps customers take on challenges and opportunities, so they can do something new or do existing things better.  
From global insurance, consultancies, pharma, healthcare and retail to smart home devices, space exploration and cricket - we get to work with some of the sharpest minds in the brightest businesses.  
 

About the Role 

The fundamental purpose of this position is to provide quality IT services to end-users to support the cloud environment in accordance with BDO Global IT service management processes, to agreed service levels. 
In addition to serving as a point of contact for end-users and delivering the efficient classification, prioritisation and resolution of customer incidents & service requests, and as the application champion for all core line of business services, it is vital to the role to ensure all other IT Support Team Staff are capable of supporting the core Global IT Services. 

Key Accountabilities 

• Provide user account setup and configuration to allow users access across the Office 365 services, including onboarding, user management, and tenancy support 
• Address client connectivity, client software, and mobility installation issues 
• Address service availability issues within BDO Global’s organisational span of control 
• Monitoring of escalated incidents and service requests, and liaising with support teams to drive issue resolution and enhance communication with the client 
• Creating knowledge management records to document identified workarounds, known errors, and related procedures 
• Automating common procedures used to resolve incidents and change requests 
• Participating in testing of new services or new releases, focusing on supportability requirements and gaining hands-on experience 

Qualifications, Experience, Skills

• 3–5 years’ experience delivering Information Technology support in a complex, professional environment 
• 1–3 years of experience working in Azure environments 
• Previous experience working with Office 365 and services in a similar type of environment and role 
• In-depth knowledge of Office 365 and associated cloud-based technologies 
• Knowledge of Microsoft Operating Systems 
• Knowledge of MS Office productivity, communication & collaboration technologies 
• Scripting skills in PowerShell (considered an advantage) 
• Fundamental knowledge of the ITIL framework and/or other IT Service Management methodologies; 3+ years’ experience working in an environment with processes based on the ITIL framework preferred, including: delivery of services and support to defined service levels, and experience using IT Service Management systems, preferably Service Now 
• Tertiary qualifications in Information Technology or a related discipline (e.g., a University degree), entry-level vendor-aligned certification (e.g. MCP/MTA) required 
• Effectively demonstrate the ability to quickly acquire knowledge of the support of complex lines of business applications and services 
• Effectively demonstrates teamwork, problem-solving, initiative and integrity 
• Excellent knowledge of the English language and good interpersonal communication skills

Working at Ascent   

Ascent is an equal opportunity employer. We take intentional steps to ensure inclusion and belonging are something real here, not just something we talk about. No person will be treated less favourably because of their gender, pregnancy, maternity status, marital or civil partnership status, sexual orientation, race, nationality, ethnic origin, age, religion or belief, or disability status. If you require any reasonable accommodation, please let us know when you apply.
At Ascent, we also promote well-being and provide access to Well Being Coaches.