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For over 80 years, GfK has been a reliable and trusted insight partner for the world’s biggest companies and leading brands who make a difference in every consumer’s life - and we will continue to build on this. We connect data, science and innovative digital research solutions to provide answers for key business questions around consumers, markets, brands and media. With our headquarters in Germany and a presence in around 60 countries worldwide, you benefit from our global company with a diverse community of ~9,000 employees.

Harnessing the power of our workforce, the greatest asset we have is our people. As part of GfK, you can take your future into your own hands. We value talent, skills and responsibility and support your development within our international teams. We are proud of our heritage and our future: Currently we are in the latter stages of a transformational journey from a traditional market research company to a trusted provider of prescriptive data analytics powered by innovative technology. This is only possible with extraordinary people and this is why we are looking for YOU to help create our future. For our employees as well as for our clients we pursue one goal: Growth from Knowledge!

Job Description

GfK Media Measurement (MM) Hub is a centralized operations and technology department located in Sofia, part of GfK’s Global Service Center (GSC). The Hub services include data management, data analytics, project and technology support for wide range of GfK’s media usage products worldwide. The department consists of experts with various profiles working in 4 teams: Data Production, Operations Support, Analytics and Engineering.

We have the pleasure to invite you to join our team as:

Tech Support Operator

Mission of the Role:

The Tech Support Operator is part of the Media Measurement Hub “Currency Support and Operations” (CSO) team and works together with the Production Operators on GfK’s TV and Radio audience measurement (TAM/RAM) data production monitoring for multiple countries. He or she is responsible for the first level technical support of the data production systems and participates also the daily production support operations within the team, including the 24/7 on-call duty shifts. MM Hub Operator works in close cooperation with the local MM Operations teams and escalates to the global technical and engineering teams, respectively 2nd and 3rd level support.

As a Tech Support Operator you will have the following key accountabilities:  

• Provide first level system and data monitoring of MM “Currency” production for multiple countries

• Monitor production systems reliability and escalate issues to IT Services or system owners

• Participate in 24/7 on-call duty shifts supporting monitoring and data quality reporting tasks

• Work closely with Hub and global Engineering teams (2nd and 3rd level support)

• Act as contact point and align the monitoring incidents with the local Operations teams

• Follow the official MM and IT Services procedures for incident management

• Provide regular service level (SLA) reporting including Hub and IT Services KPIs

• Assume responsibility for documentation of systems monitoring procedures and practices

• Support optimizations of Hub monitoring and quality control processes

• Train the Hub Production Operators to support the tech systems monitoring

• Support ad-hoc reporting and data extraction from the production databases

Now that you know what Tech Support Operator does, what skills, qualifications and experience do you need? 

• Minimum of 1 year related work experience (technical support, process monitoring, data query)

• University degree (Bachelor or Master) or comparable education

• Technical background – networking, applications or servers support and configurations

• Experience with data and process monitoring, data quality management

• Basic OS (Windows or Linux) administration or power user experience

• Basic knowledge in database query tools (e.g. SQL)

• Ability to analyze technical issues and convey technical information effectively

• Understanding of system monitoring and alerting tools (e.g. Icinga, Opsgenie)

• Good communication and user-oriented mindset

• Proficient English language level

Join our team and benefit from the following advantages: 

• Exciting work environment that brings people together

• Use of the latest digital technologies

• Initial and ongoing trainings to support your development

• Opportunities for personal and professional growth

• Competitive remuneration and bonus scheme linked to individual performance and company results

• 3 additional non-working days annually

• Food vouchers

• Health insurance

• Discount program with external vendors

• Eco friendly travelers are welcome to the office – parking places for bikers and free card for public transportation are available to all employees

• Variety of sport activities such as football and traditional Bulgarian dances

• Last but not least – GfK Sofia office is located close to the city centre and easily accessible from any point by public transportation – 47A Tsarisgradsko Shose Blvd

All documents will be treated in the strictest confidentiality.
Only short-listed candidates will be invited for an interview.

We offer an exciting work environment that brings people together. We encourage an entrepreneurial and innovative spirit. We make use of the latest digital technologies. We are looking for self-starters, who accept challenges and create solutions.

Can there be a better place to take center stage in the digital revolution? We are excited to getting to know you!