IT Help Desk Technician

Job description

Acronis is a global leader in cyber protection, delivering AI-powered protection for productive MSPs in a single, natively integrated platform that unifies operations management, cybersecurity, and data protection. Driven by our mission to protect, manage and automate every workload that businesses and lives depend on, we’ve built the industry’s only all-in-one solution. We are looking for a full-time IT Help Desk Technician to join our team. If you're passionate about technology, solving problems, and providing support, this role is for you! Please note: This role requires working on-site at our Sofia office during the first six months. After that, a hybrid work option will be available for the same location. WHAT YOU'LL DO Technical Support: Offering (1st and 2nd level) support to end-users facing issues with hardware, software, networking, and other computer-related technologies. Troubleshooting: Diagnosing and resolving technical problems, either remotely or in person, prioritizing and scheduling issues, and documenting solutions using the Service Desk platform. When necessary, problems have to be escalated to the appropriately experienced technician. Maintenance: Ensuring the proper functioning of computer systems, conducting regular checks, and performing updates and upgrades as necessary Customer Service: Communicating effectively with customers to understand their problems and provide clear guidance and solutions Project Management: Taking responsibility for IT-related projects, managing timelines, and ensuring deliverables meet quality Configuration and Installation: Setting up and configuring new hardware and software, ensuring that systems are ready for use by end users Operational Control: Contributing to the operational permanent control framework to ensure compliance with internal and external regulations Hardware Repairs: Initial diagnostic, working with the Service center to repair or replace failed hardware components Documentation: Developing and updating support procedures and documentation to reflect the company's latest troubleshooting techniques, solutions, and processes. Asset management Occasional Business trips to fulfill IT dept. needs WHAT YOU BRING (EXPERIENCE & QUALIFICATIONS) 2-3 years of relevant experience in troubleshooting, technical support, and networking issues with proficiency in Windows OS, macOS, remote desktop support tools, and hardware repairs Solid understanding of network protocols, security systems, and Microsoft Office 365 Strong communication, problem-solving, and customer service skills, with the ability to document processes clearly and attention to detail Ability to work well in a team environment Project management skills to handle IT-related projects Working knowledge of a range of diagnostic utilities Upper-intermediate English (written and verbal) *Please submit your resume and application in English WHO WE ARE A Swiss company founded in Singapore in 2003, Acronis offers over twenty years of innovation with 15 offices worldwide and more than 1800 employees in 50+ countries. Acronis Cyber Protect is available in 26 languages in 150 countries and is used by over 20,000 service providers to protect over 750,000 businesses. Our corporate culture centers on innovation, accountability, and impact. We encourage our people to think boldly, challenge conventional approaches, and take ownership of outcomes. As a member of our global “A-Team,” you’ll operate in a high-growth, fast-paced environment where resilience, adaptability, and a commitment to continuous improvement drive success. OUR INTERVIEW PRACTICES To ensure a fair and genuine hiring process, candidates are expected to participate in interviews without the use of AI tools, automated prompts, or third-party assistance . Interviews are designed to assess individual skills, experience, and communication style , and we value authentic, real-time interaction. Use of AI or external assistance during live interviews may result in disqualification. For roles where AI skills are being evaluated, permitted use of AI tools will be clearly communicated in advance. Candidates may be asked to disable virtual backgrounds or participate in in-person interviews. All employment offers are contingent upon successful completion of applicable criminal, education and identity background checks Acronis is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, marital status, national origin, physical or mental disability, medical condition, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, gender identity or expression, or any other characteristic protected by applicable laws, regulations and ordinances.