IT Onsite Support Engineer

Description

You will join the IT team in Sofia, working onsite to lead support for the company's global IT work and give hands-on technical help to staff.

The company works in gaming and entertainment. The pace is quick and the team relies on cooperation, so you will help keep customer service and technical knowledge strong.

Responsibilities

• Give second-level onsite support, covering device builds, rebuilds, backups, deployments and technology refreshes.
• Handle requests and incidents in person, by email and in live Zoom meetings.
• Provide concierge IT support for executives.
• Run IT inductions for new hires so they get access on time and learn the IT basics.
• Write and update knowledge base articles and technical documentation so issues are solved faster and knowledge is shared.
• Administer user accounts in Active Directory and other business systems, including complex cases.
• Support local and remote video conferencing and collaboration tools, Zoom included.
• Work with hardware suppliers, vendors and internal teams to quote, order and install equipment.
• Deliver remote technical help and use ITSM, issue tracking and asset management tools efficiently.
• Write and detail technical processes and procedures that drive continuous improvement.

Requirements

• You focus on customer experience and can calm and de-escalate difficult situations.
• You communicate well, collaborate to solve problems, and care about improving processes.
• You adapt quickly to changing priorities, manage several tasks at once, and work with little supervision.
• You have deep knowledge of Windows and Microsoft technologies, including Active Directory and advanced user account administration.
• You have solid working knowledge of Microsoft Intune and Microsoft Azure, covering endpoint management, identity, access and cloud IT services.
• You have experience with remote assistance tools, video conferencing and meeting room AV systems.
• You have experience with ITSM, issue tracking and asset management platforms, ServiceNow included.
• Required certifications: A+ and MCITP.
• Preferred certifications: Security+ and ITIL Foundation.
• Network+ is a plus.
• The company reviews all content and hiring decisions with people before final approval.

Conditions

This is an onsite role based in Sofia.

Pay is set by skills, experience, qualifications and location, and the company rewards individual impact.

Details of compensation and benefits for this role will be shared during recruitment.

Benefits

• You could qualify for annual bonuses and incentives, depending on role and location.
• Health and wellbeing cover, paid time off, retirement plans and insurance may be offered, along with other local or statutory benefits.