Why join us

• Innovative Culture: Work at the cutting edge of business communication technology, with a product that’s changing the way Fortune 500 companies communicate.
• Impactful Work: Your contributions will directly impact how millions of professionals connect and collaborate worldwide.
• Global Team: Be part of a diverse, mission-driven team that values collaboration, innovation, and growth.
• Growth Opportunities: With our rapid expansion, there are plenty of opportunities for professional growth and development.
• Award-Winning Product: Join a company with a track record of success and recognition, including accolades like being named a Gartner Cool Vendor.

 

 

 

 

 

 

About the role

• Title: Sr. IT Specialist 
• Function: IT 
• Reporting: Director of IT 
• Location: Sofia, Bulgaria 

We are seeking a highly skilled Senior IT Specialist to support and enhance our IT operations and end-user environment. Reporting to the IT Infrastructure Manager, you will be responsible for managing IT service requests, administering user access across SaaS platforms (primarily through Okta and Microsoft Entra ID), and providing expert support for Windows, macOS, Office 365, and other business applications. You will work closely with teams across the organization to ensure reliable, secure, and efficient IT services.

 

What you’ll do 

IT Service Management 

• Manage and prioritize ITSM ticket queues, ensuring timely resolution of incidents, service requests, and problems. 

• Perform root cause analysis and implement preventive measures. 

• Follow ITIL best practices for incident, problem, and change management. 

Identity & Access Management 

• Administer and manage access to all SaaS applications via Okta and Microsoft Entra ID (user onboarding/offboarding, group policies, SSO integrations). 

• Maintain security best practices in identity and access control. 

End-User Support 

• Provide hands-on support for Windows, macOS, and Office 365 environments, including other business software and SaaS applications. 

• Manage IT asset lifecycle, including procurement, inventory tracking, and vendor coordination. 

• Assist with hardware, software, and peripheral troubleshooting. 

• Support collaboration tools such as Microsoft Teams and Slack. 

Systems Administration & Tools Management 

• Administer endpoint management tools (e.g., Intune, JAMF) for device provisioning, compliance, and patching. 

• Support IT asset management tools and maintain accurate inventory records.

Security & Compliance 

• Ensure systems and processes comply with internal security policies and regulatory standards (PCI-DSS, ISO, SOC2, etc.). 

• Assist with IT audits and documentation. 

Documentation & Reporting 

• Maintain clear technical documentation, knowledge base articles, and procedural guides. 

• Prepare reports on service performance and improvement opportunities.

 

 

Required Skills and Qualifications 

 

• Degree in Information Technology, Computer Science, or related discipline (or equivalent experience). 

• 5+ years of experience in IT support or system administration. 

• Strong technical knowledge in: 

• OS: Windows, macOS 

• Collaboration tools: Office 365, Teams, Slack 

• Identity & Access Management: Okta, Microsoft Entra ID 

• Endpoint Management: JAMF, Intune 

• ITSM Tools: ServiceNow, Freshservice, Freshdesk, Jira 

• Excellent problem-solving and analytical skills. 

• Strong organizational and time management abilities. 

• Experience with IT asset management, procurement, and vendor coordination. 

• Experience with security, compliance, and audit processes is a plus.

• Ability to work independently with a proactive “get things done” mindset. 

• Excellent communication skills in English (both verbal and written)

 

Preferred Skills and Qualifications 

• Ability to work across multiple time zones and manage a global team.
• Experience in a fast-paced SaaS environment, driving operational improvements.

Our Values 

• Curiosity: We’re curious and future-focused. 
• One Team: We’re one team, in many colors. 
• Customer–Driven: We’re obsessed with the customer. 
• Integrity: We don’t compromise on integrity. 
• Excellence: We exemplify excellence