IT Help Desk Specialist

Employer:  Brongus Inc

Location: Čačak, on site

Engagement: contractor agreement, paid monthly through Payoneer or a similar service

Hours: 14:00–23:00 CET, aligned to US clients

Compensation: 90,000–140,000 RSD per month, depending on experience

We are a US managed security services provider (MSSP). Our clients are US businesses, and many of the people we support are Serbian speakers. Our helpdesk works out of Čačak.

We are building the helpdesk around agentic AI: AI agents already do the first pass — reading tickets, proposing and executing fixes across our clients' systems. We are hiring two colleagues to be the human voice and escalation point: pick up the phone when a client wants a person, take over when an agent gets stuck, and be present in the office.

What you will do

- Answer client calls and emails (Serbian and English) and work tickets in our ticketing system.

- Review and approve fixes proposed by AI agents; take over when human judgement or hands are needed.

- Solve day-to-day issues: business telephony, email and collaboration suites, passwords and MFA, VPN and cloud desktops, laptops, printers, new users.

- Escalate the harder problems and document clearly what was done.

What we look for

- Excellent Serbian and solid English, written and spoken (US clients and vendors).

- A calm, friendly phone manner, also when it is "urgent".

- Basic Windows, email and networking knowledge; willingness to learn the rest.

- Curiosity about AI tooling — you work with the agents, not against them.

- Reliability and on-site presence in Čačak.

Not required: programming, certifications, prior MSSP or MSP experience. Juniors and career changers are welcome.

What we offer

- A helpdesk built around AI agents, and onboarding on how we run it.

- A small team, fast decisions, real influence on how the helpdesk runs.

- Afternoon shift (14:00–23:00), no nights, no weekends.