Onsite Support Engineer (Sofia, 1/2L Support, English/Bulgarian)

D-ploy is an IT and Engineering Solutions company with operations across EMEA, including Switzerland, Germany, Czech Republic, Austria, the UK, and the USA. 

We deliver innovative IT services and solutions to industry-leading clients, focusing on reliability, efficiency, and long-term partnerships that enhance IT productivity and business value. 

We are currently looking for an IT Onsite Support Technician to support end-users in a professional and regulated environment in Sofia.

Tasks and Responsibilities 

• Provide first and second level IT support (hardware, software, mobile devices, and peripherals) 

• Act as the primary onsite point of contact for end-user IT issues 

• Troubleshoot incidents and service requests via ticketing system (ServiceNow) 

• Deliver prompt and professional user support (desk-side and remote) 

• Document all activities and resolutions accurately in the ticketing system 

• Support IT onboarding for new employees (equipment setup, user guidance) 

• Maintain and contribute to knowledge base documentation 

• Support continuous service improvement initiatives 

• Fluent English and Bulgarian (written and spoken) 

• Minimum 2+ years of experience in IT support / onsite support role 

• Strong troubleshooting skills in Windows environment and standard IT tools 

• Experience with ticketing systems (e.g., ServiceNow) 

• Excellent communication and customer-oriented mindset 

• Ability to work independently in an onsite client environment 

• Well-organized, reliable, and detail-oriented 

• Experience in regulated environments (e.g., GxP) is a plus 

• Ability to provide a clean criminal record extract (not older than 3 months) 

• Broad range of tasks and responsibilities 

• Friendly and international working environment 

• Professional development opportunities 

• Referral program (“Fishing for Friends”) 

• Company-sponsored events 

 

Is IT in your DNA?