Technical Support Analyst - French and English

Join us as a Technical Service Desk Analyst (French-speaking) in Bucharest, supporting global customers in a dynamic and rewarding environment.

About the Role

Are you comfortable working night shifts? How does having four consecutive days off sound? This is an on-site, centre-based role in Bucharest with a structured 4 on / 4 off shift pattern:

· 2 days (7am – 7pm)

· 2 nights (7pm – 7am)

· Followed by 4 full days off.

We’re looking for someone with strong Level 1 and Level 2 support expertise to join our team and play a key role in diagnosing and resolving issues across multiple technologies.

Responsibilities

· Log all customer incidents and service requests accurately, providing fault diagnosis, vetting, and technical support to resolve issues at First Time Fix where possible.

· Apply the correct priority, SLA, and category for every ticket while capturing clear, detailed issue descriptions.

· Escalate tickets to Third Line Support or the correct resolver group with precise documentation where resolution is not possible at L1/L2.

· Proactively monitor, review, and chase tickets to ensure timely resolution within agreed SLAs.

· Consistently maintain excellent customer service standards, balancing technical expertise with empathy and communication.

Job Requirements

· 3+ years’ experience providing IT infrastructure support (hardware, software, and operating systems).

· Proficient French and English (minimum B2 in both).

· Strong technical skills in:

o Windows O/S troubleshooting

o Microsoft 365 (including Teams, Exchange, Outlook, SharePoint)

o Active Directory (user account management, resets, unlocks)

o Networking fundamentals (LAN/WAN, wireless connectivity, enterprise environments).

· Ability to deliver both L1 and L2 technical resolutions effectively.

What’s in it for you?

· Advanced Technical Exposure: Deepen your expertise across enterprise systems, networks, and collaboration tools.

· Professional Growth: Gain access to unlimited learning opportunities, including certifications in CompTIA A+, ITIL, Cisco, Microsoft 365 and more.

· Team Culture: Be part of a supportive, multilingual environment where teamwork and continuous improvement drive success.

· Customer Impact: Directly help users and global businesses resolve challenges, making you a trusted IT partner.

Benefits

· Competitive salary, including meal tickets and shift allowance (aligned to your technical support experience).

· Medlife medical subscription.

· Complimentary coffee, tea, and office snacks.

· Continuous training and access to our ESP Learning Platform with pathways to certification.

· A dynamic, global environment that encourages innovation and teamwork.

Who are we?

At ESP Global Services, we’ve been delivering tailored IT support solutions to businesses worldwide for over 30 years. With multilingual service desks and expert on-site engineers, we provide end-to-end IT support across 100+ countries.

Our culture is built on collaboration, development, and service excellence. As an ISO 9001-certified organisation, we’re trusted by some of the world’s leading brands to keep their IT moving.

At ESP, you’re not just joining a workplace—you’re joining a global community of IT professionals where you can learn, grow, and thrive.

Be part of something bigger – join ESP and take your IT career to the next level.