Onsite Support Engineer – 1st/2nd Level – Sofia

About the role

D-ploy is seeking an Onsite Support Engineer to provide first and second level IT assistance to end‑users in a professional, regulated environment in Sofia. You will be the primary onsite point of contact, ensuring rapid resolution of hardware, software, and mobile device issues.

Key responsibilities

• Deliver 1st and 2nd level support for computers, peripherals, mobile devices, and related software.
• Act as the main onsite contact for user IT incidents and service requests.
• Troubleshoot and resolve tickets using ServiceNow, both desk‑side and remotely.
• Document all actions and solutions accurately in the ticketing system.
• Support onboarding of new employees, including equipment setup and user guidance.
• Contribute to knowledge‑base articles and continuous service‑improvement initiatives.

Required profile

• Fluent in English and Bulgarian, both written and spoken.
• Minimum 2 + years of experience in IT support or onsite support roles.
• Strong troubleshooting abilities in a Windows environment.
• Experience with ticketing platforms, preferably ServiceNow.
• Excellent communication skills and a customer‑oriented mindset.
• Ability to work independently on client premises.
• Detail‑oriented, reliable, and well‑organized.
• Experience in regulated environments (e.g., GxP) is a plus.

Required skills

• Windows operating system
• ServiceNow ticketing system
• Hardware and peripheral troubleshooting

What we offer

• Diverse tasks and responsibilities in an international setting.
• Friendly, multicultural work environment.
• Professional development and training opportunities.
• Referral program (“Fishing for Friends”).
• Company‑sponsored events.