Senior IT Support Engineer

About the role

3E is seeking a Senior IT Support Engineer to join its global Service Desk team in Sofia. The role combines hands‑on employee support with technical leadership, focusing on endpoint expertise, automation, and continuous improvement across a modern workplace technology stack.

Key responsibilities

• Provide senior‑level support for internal employees across Microsoft 365, Entra ID, Intune, Windows, and Mac environments.
• Manage ticket‑based support, identify recurring patterns, and implement preventative solutions using AI and automation.
• Analyze service‑desk data to uncover root causes, reduce repeat incidents, and improve overall service delivery.
• Support Sofia office technology operations and equipment logistics for employees across Europe.
• Create and maintain clear technical documentation, knowledge resources, and repeatable support processes.

Required profile

• Bachelor’s degree in Computer Science, Engineering, Information Systems, or equivalent practical experience.
• 6+ years of experience in service‑desk, endpoint, or workplace support, with senior‑level responsibilities.
• Fluent written and verbal English and ability to work with global customers and colleagues.
• Proven ability to troubleshoot complex issues, identify root causes, and drive improvements through automation and documentation.

Required skills

• Microsoft 365, Entra ID, Intune
• Windows and macOS endpoint management
• Jira or similar ticketing/service‑management platform
• AI‑enabled service‑desk workflows (ticket triage, diagnostics, remediation)
• Automation scripting and process improvement