IT Support Engineer

\u003ch2\u003e\u003cstrong\u003eAbout EDITED\u003c/strong\u003e\u003c/h2\u003e\u003cp style=\"min-height:1.5em\"\u003eEDITED is the world’s leading AI-driven retail intelligence platform. We empower the world’s most successful brands and retailers with real-time decision making power.\u00a0\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003eBy connecting internal business and external market data, EDITED infuses intelligence into \u003cem\u003eevery\u003c/em\u003e retail decision. We help retailers increase margins, generate more sales, and drive better business outcomes through AI-powered market and enterprise intelligence that fuels automation.\u00a0\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003eAt EDITED, we foster a dynamic and inclusive culture where creativity thrives and collaboration is at the heart of everything we do. Our environment is dynamic and supportive, encouraging team members to take initiative, innovate, and continuously grow. We value diversity, transparency, and a shared commitment to excellence, creating a workplace where everyone's voice is heard and contributions are recognised.\u00a0\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003eWe believe that achieving a positive work-life balance is key to driving innovation and success. Our flexible working options—including hybrid working, flexible hours and a work from anywhere policy—empower our team to perform at their best.\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003e\u003cp style=\"min-height:1.5em\"\u003cstrong\u003eLocation: \u003c/strong\u003eSofia, BG (our hub office is in Sofia and travel to this office will be required)\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003e\u003cstrong\u003eJob type: \u003c/strong\u003eFull-time, permanent\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003e\u003cstrong\u003eHours\u003c/strong\u003e: Core hours noon-9pm EET, with flexi time\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003e\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003cstrong\u003eThe Role\u003c/strong\u003e\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003eAs our \u003cstrong\u003eIT Support Engineer\u003c/strong\u003e, you will own the IT support function for our global team of 140+ employees. Partnering with our Operations teams in the UK, US, and Bulgaria, you will drive the timely resolution of all technical issues. A key part of your role will be to develop, document, and continuously improve our IT support processes.\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003cstrong\u003ePlease note:\u003c/strong\u003e Your immediate team [Platform Team] is based outside of Bulgaria and do not primarily focus on IT Engineering - strong communication skills and the ability to work independently will be essential to your success in this role.\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003eThis role is a great fit for someone looking to build a strong foundation in IT support while growing toward a career in Site Reliability Engineering (SRE) or broader infrastructure roles.\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003e\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003cstrong\u003eKey Responsibilities:\u003c/strong\u003e\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003e\u003cul style=\"min-height:1.5em\"\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003eManage IT support tickets globally\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003eBusiness application user administration (e.g. google, slack, notion, zoom, etc)\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003eOnboarding IT support for new starters \u0026amp; offboarding leavers\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003eManage desktop hardware lifecycle including selection, deployment \u0026amp; retirement\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003eAct as subject matter expert within the business and work autonomously\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003eBuild \u0026amp; maintain integrations between key business software platforms\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003eManage and respond to corporate security tickets (e.g. phishing attempts, wiping laptop data remotely, vendor security questionnaires)\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003eReview and suggest changes to improve current processes relating to corporate IT\u003c/p\u003e\u003c/li\u003e\u003c/ul\u003e\u003cp style=\"min-height:1.5em\"\u003e\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003cstrong\u003eRequired Skills \u0026amp; Experience:\u003c/strong\u003e\u003c/p\u003e\u003cul style=\"min-height:1.5em\"\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003eBusiness level English - fluent verbal, written and reading skills\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003eAdministrator in some of these systems: Google Workspace, Zoom, Slack, Notion, Jira, Office 365, InTune, Jamf pro\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003eExperience with desktop support for Windows or MacOS\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003eStrong time management and prioritisation skills\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003eComfortable working in a fast paced environment\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003eAbility to communicate at every level of the organisation (including SMT)\u003c/p\u003e\u003c/li\u003e\u003c/ul\u003e\u003cp style=\"min-height:1.5em\"\u003e\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003cstrong\u003eThe Ideal Candidate Would Bring:\u003c/strong\u003e\u003c/p\u003e\u003cul style=\"min-height:1.5em\"\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003eExpert administrator for Google Workspace\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003eIT help desk support person in a similar sized company - 2 years’ minimum experience\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003eExperience with desktop support for both Windows and MacOS\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003eExperience establishing and managing employee workstation procurement, refresh \u0026amp; warranty programs\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003eExposure to industry-standard information security concepts\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003eA proactive, analytical problem-solver with a can-do attitude, who communicates positively, works well under pressure, and thrives independently.\u003c/p\u003e\u003c/li\u003e\u003c/ul\u003e\u003cp style=\"min-height:1.5em\"\u003e\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003cstrong\u003eWhat are we offering\u003c/h3\u003e\u003ul style=\"min-height:1.5em\"\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003eAdditional Health Insurance\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003eGaming \u0026amp; relax areas\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003eMultiSport card\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003eCorporate discounts\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003eEmployee referral program\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003e25 days annual leave + public holidays (and an extra day for every year at EDITED)\u003c/p\u003e\u003c/li\u003e\u003c/ul\u003e\u003cp style=\"min-height:1.5em\"\u003eWe aim to be an equal opportunities employer and we are determined to ensure that no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable.\u003c/p\u003e