About Sirma 
Established in 1992, Sirma is one of the leading IT companies in Bulgaria. Since 2015, the company has been listed on the Bulgarian Stock Exchange.
Sirma specializes in software development across multiple industries, including finance, insurance, healthcare, transportation, logistics, hospitality, retail, and e-government. With a team of more than 800+ professionals, the company delivers cutting-edge software solutions tailored to address the specific business needs and challenges of our clients. Our projects range from short engagements to multi-year collaborations on turnkey products.
As we believe that our employees are our greatest asset, we provide them with a collaborative environment and full support for their career and personal growth.

About the role
We are looking for a Help Desk Support Specialist to join our IT team and support employees in a modern hybrid IT environment based on Active Directory and Microsoft 365.
The role focuses on providing first- and second-level support, ensuring smooth day-to-day IT operations, and maintaining workstations, user accounts, and corporate IT services. You will be responsible for troubleshooting technical issues, supporting onboarding and offboarding processes, and ensuring a high standard of IT service delivery.
This position is suitable for someone who enjoys practical IT problem-solving, user interaction, and continuous improvement of IT support processes.

Your responsibilities
• Provide first- and second-level IT support via Help Desk, Microsoft Teams, email, and on-site assistance when needed
• Register, categorize, prioritize, and resolve support tickets according to internal procedures and SLAs
• Troubleshoot Windows workstations, laptops, printers, scanners, monitors, docking stations, and mobile devices
• Support Microsoft 365 services, including Outlook, Teams, OneDrive, SharePoint, and Office applications
• Manage user accounts in a hybrid Active Directory and Microsoft Entra ID environment
• Assist with onboarding, role changes, and offboarding of employees
• Manage access rights, group memberships, mailboxes, shared mailboxes, and distribution lists
• Install, configure, and update corporate software and endpoint devices
• Prepare and deploy workstations, including domain joining and user profile setup
• Maintain IT asset inventory and CMDB records
• Support basic network connectivity issues (VPN, Wi-Fi, LAN, DNS, DHCP)
• Escalate complex issues to senior IT teams when required
• Follow IT security policies and internal procedures
• Contribute to internal documentation and knowledge base articles
• Participate in IT process improvement and automation initiatives

Role's requirements
• Previous experience in IT Support / Help Desk / Service Desk or similar role
• Strong knowledge of Windows operating systems and troubleshooting techniques
• Experience with Microsoft 365 (Outlook, Teams, OneDrive, Office apps)
• Basic knowledge of Active Directory user and group management
• Understanding of hybrid environments (Active Directory + Microsoft Entra ID) is an advantage
• Experience with user onboarding and offboarding processes
• Basic understanding of computer hardware and peripherals
• Knowledge of basic networking concepts (DNS, DHCP, VPN, IP addressing, Wi-Fi, LAN)
• Experience working with ticketing systems
• Ability to prioritize tasks and work independently
• Experience with Microsoft Intune, Exchange Online, or CMDB systems is an advantage
• Basic PowerShell knowledge is a plus
• Familiarity with ITIL processes is an advantage
• Excellent verbal and written English

What we offer
• Personal career path
• Individual or team professional training
• Flexible working time
• Cooperation with top professionals around the globe
• Regular performance assessment
• Additional health and dental insurance
• Additional paid vacation days for students
• Regular team buildings and office parties
• Private parking zone
• Multisport card
• Game and relax zone

Why Sirma should be your choice
• Knowledge sharing
• Interesting case studies
• Referral bonus scheme
• Working with cutting-edge technologies
• Innovative and dynamic projects
• Sport events
• Charity campaigns
• Fruits at the office
• Opportunity to work from any Sirma office
• Large terrace with great view

Apply now!
We are waiting for your CV!
There’s a lot going on at Sirma!
We're looking forward to meeting our next colleague. :)

We will contact only the candidates selected for further consideration. Confidentiality is guaranteed. We thank all candidates for applying.