IT Support Technician II

We are looking for a motivated IT Support Technician to join our team in Varna. In this role, you'll provide reliable, user-focused technical support to employees both onsite and remotely-through phone, chat, incident management, service requests, and in-person assistance.

You'll play an important part in keeping our local IT operations running smoothly while also contributing to global service desk activities. Your responsibilities will include:

• Supporting new-hire onboarding and employee offboarding
• Configuring, deploying, collecting, and maintaining laptops and other IT equipment
• Providing executive and day-to-day employee support
• Managing incidents and service requests from start to resolution
• Supporting IT procurement and inventory management
• Overseeing the complete lifecycle of company devices

This is a hands-on opportunity to build your technical expertise, work across a broad range of IT operations, and make a visible impact on the employee experience.

• Provide onsite and remote support for Windows and Mac devices, applications, peripherals, meeting-room technology, network connectivity, and access-related issues.
• Resolve incidents and service requests through phone, chat, remote-support tools, and in-person assistance while delivering a high-quality employee experience and meeting service-level expectations.
• Configure, image, deploy, replace, collect, securely wipe, and redeploy laptops and other IT equipment.
• Support smooth and efficient new-hire onboarding and employee offboarding.
• Provide local IT support, workstation setup, office-move assistance, and executive or priority-user support.
• Maintain accurate records for tickets, assets, inventory, and device assignments.
• Manage the full device lifecycle, from procurement and deployment through repair, refresh, return, and disposal.
• Coordinate with vendors on procurement, warranties, repairs, replacements, and related services.
• Escalate complex or unresolved issues to the appropriate technical teams while maintaining ownership through resolution.
• Create and maintain knowledge articles, procedures, and other support documentation.
• Follow all company requirements related to security, compliance, patching, encryption, and data protection.

• Experience in desktop support, service desk, end-user computing, or a similar technical-support role.
• Experience supporting employees through onsite assistance, phone, chat, and remote-support channels.
• Practical knowledge of Windows and macOS, along with Dell and Apple hardware.
• Hands-on experience with device imaging, provisioning, deployment, troubleshooting, and lifecycle management.
• Excellent customer-service, communication, analytical, and problem-solving skills.
• Ability to work independently, stay organized, and manage multiple priorities effectively.
• Fluent spoken and written English.
• Associate degree in an IT-related field, or equivalent professional experience.

• Experience working with ServiceNow or a similar IT service-management platform.
• Familiarity with Intune, Autopilot, SCCM, Jamf, Active Directory, and Microsoft 365.
• Basic understanding of networking principles and endpoint security.
• Experience supporting IT procurement, inventory, asset management, and vendor coordination.
• ITIL Foundation certification or other relevant technical certifications.
• Bachelor's degree in Information Technology, Computer Science, or a related field.

• Ability to lift and move IT equipment weighing up to 30 pounds, with reasonable accommodation provided where applicable.

• 25 to 28 days of annual leave
• Medical coverage provided by Bulstrad for you and your dependents.
• Life, AD&D, Disability & critical illness coverage provided by DZI.
• Meal vouchers provided by Edenred - EUR 85 per month.
• Employee Assistance Programs available 24/7.
• Global Tuition Reimbursement program - up to EUR 3 425 per year.
• Fertility support - up to EUR 6 525 per year.
• Adoption assistance.
• Business travel insurance.
• U choose program - EUR 275 every quarter to be spent on eligible items.