Senior IT Support Engineer

Responsibilities

• Provide senior-level support for internal employees across endpoint, workplace, and service desk technologies.
• Support and improve Microsoft 365, Entra ID, Intune, Windows, Mac, and related workplace technology environments.
• Manage ticket-based support while identifying recurring patterns and opportunities to prevent issues rather than repeatedly resolve them.
• Use AI and automation to improve service desk workflows, diagnostics, remediation, self-service, and the overall employee experience.
• Analyze service desk and endpoint information to identify root causes, reduce recurring demand, and improve service delivery.
• Participate in technology projects such as workstation migrations, integrations, and other workplace technology initiatives.
• Support Sofia office technology operations and equipment inventory and logistics for employees across Europe.
• Create and maintain clear technical documentation, employee-facing knowledge resources, and repeatable support processes.
• Partner with Security, Infrastructure, Engineering, and other teams to deliver secure, reliable workplace solutions.
• Mentor and support less experienced team members, sharing knowledge and helping raise the technical capability of the team.
• Help establish standards and scalable approaches that improve endpoint reliability and make effective support easier to deliver.
• Use data, employee feedback, and operational insights to recommend improvements and demonstrate measurable impact.

Requirements

• Bachelor’s degree in Computer Science, Engineering, Information Systems, or equivalent practical experience.

Preferred

• Experience operating and improving endpoint platforms at scale in modern, cloud-first environments.
• Familiarity with reliability engineering, observability, platform engineering, or advanced automation concepts.

About the Role

3E is looking for a Senior IT Support Engineer to join our global Service Desk team in Sofia, Bulgaria. This is a senior individual contributor role for someone who can combine hands-on employee support with technical leadership, endpoint expertise, automation, and continuous improvement.

You’ll help keep day-to-day service desk operations running effectively while also looking beyond individual tickets to identify recurring issues, improve processes, strengthen documentation, and use AI and automation to make support more efficient. You’ll work across Microsoft 365, endpoint management, Windows and Mac environments, and a broad workplace technology landscape while partnering with colleagues across Security, Infrastructure, Engineering, and other teams.

You’ll also play an important local role in supporting our Sofia office and equipment operations across Europe, while collaborating with a globally distributed team across multiple regions.

Location

: This position is based in Sofia and follows a hybrid working model, with two days per week in the office.

What You’ll Do

What Makes You a Great Fit

Minimum Qualifications

6+ years of experience across service desk, endpoint, workplace, or related platform technologies, including senior-level internal employee support beyond basic ticket handling and using Jira or a similar ticketing or service management platform.

Fluent written and verbal English, with the ability to communicate effectively with global customers and colleagues.

Hands-on experience with Microsoft 365, Entra ID, Intune, or similar endpoint management technologies, in both Windows and Mac environments.

Demonstrated ability to troubleshoot complex issues, identify root causes, and implement preventative improvements through automation, standards, process improvements, or documentation.

Hands-on experience implementing AI-enabled Service Desk or endpoint workflows, such as ticket triage, knowledge retrieval, diagnostics, remediation, or self-service, using enterprise data with appropriate access controls, validation, and human oversight.

Experience collaborating across Security, Infrastructure, Engineering, or other technology teams, while mentoring colleagues and sharing technical knowledge.

Customer-focused and outcome-oriented, with evidence of measurable improvements to service quality, efficiency, reliability, or employee experience.

Disclosures

3E is committed to a diverse and inclusive work environment. We are an

equal opportunity employer

and do not discriminate based on any legally protected categories. For applicants who would like to request accommodation, please contact us here

Candidate Privacy Notice

Agencies: 3E is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at 3E via email, the Internet, or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of 3E. No fee will be paid if 3E hires the candidate because of the referral or through other means.

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