Senior IT Support Analyst

Quick Facts

• Role: Senior IT Support Analyst (Bulgarian & English)

• Focus: advanced end-user technical support, troubleshooting, and IT operations

Description

Provide advanced technical support to Bulgarian- and English-speaking users by diagnosing and resolving hardware, software, and network issues through phone and remote support. Administer and manage user access, maintain and configure equipment (including backup/recovery and software installation/de-installation), and document all cases in a call tracking system. Escalate unresolved issues to internal teams and coordinate with vendors for advanced solutions.

Responsibilities

• Diagnose and resolve hardware, software, and network issues via phone and remote support

• Guide Bulgarian- and English-speaking customers through troubleshooting steps

• Route unresolved problems to internal support teams and coordinate with vendors

• Administer and manage user access across systems with a security/compliance mindset

• Document all interactions, resolutions, and work requests in a call tracking system

• Collaborate with IT support staff to share knowledge and streamline resolution processes

• Maintain, configure, and manage equipment, including backup and recovery procedures and software installation/de-installation

Requirements

• Bulgarian proficiency (minimum B2) and English proficiency (minimum B2), written and spoken

• Strong communication skills to explain technical concepts to non-technical users

• Customer handling experience and resourcefulness in unforeseen situations

• Solid understanding of IT environments and readiness to learn new processes/technologies

• Hands-on knowledge of Windows OS, MS Office Suite, internet browsers, antivirus and firewall software, and PC hardware

• Familiarity with ITIL processes or certification (advantageous)

• Ability to quickly acquire new information and adapt to evolving technical requirements

• Experience in multinational/multicultural environments

• Previous exposure to enterprise-level technical support/helpdesk roles

• Additional certifications in IT support, networking, or related fields (advantageous)

• Knowledge of additional languages (plus)

Benefits

• Life insurance

• Private medical care

• MultiSport Card

• Subsidy for glasses

• Subsidy to language courses

• Christmas and holiday bonuses