IT Help Desk Technician

About the role

Acronis is seeking a full‑time IT Help Desk Technician to join its Sofia office. You will provide first‑ and second‑level technical support to end‑users, troubleshoot hardware and software issues, and contribute to IT projects that keep the company’s infrastructure running smoothly.

Key responsibilities

• Deliver 1st and 2nd level support for hardware, software, networking and related technologies.
• Diagnose and resolve technical problems remotely or on‑site, documenting solutions in the Service Desk platform.
• Perform regular system maintenance, updates and upgrades.
• Configure and install new hardware and software, ensuring readiness for end‑users.
• Assist with hardware diagnostics, coordinate repairs with the service centre, and manage asset inventory.
• Contribute to operational control frameworks to meet internal and external compliance requirements.
• Participate in IT‑related projects, managing timelines and deliverables.
• Occasionally travel for business needs related to the IT department.

Required profile

• 2‑3 years of experience in technical support, troubleshooting and networking.
• Proficiency with Windows OS, macOS and remote desktop support tools.
• Solid understanding of network protocols, security systems and Microsoft Office 365.
• Strong communication, problem‑solving and customer‑service abilities.
• Ability to work well in a team and handle project responsibilities.
• Upper‑intermediate written and spoken English.

Required skills

• Windows operating system
• macOS
• Remote desktop support tools
• Hardware repair and diagnostics
• Network protocols
• Security systems
• Microsoft Office 365
• Diagnostic utilities