Senior Technical Support Specialist (L1)

HCLTech is a global technology company, home to more than 226,000+ people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending December 2025 totaled $14.5 billion. At HCLTech, you’ll supercharge your potential. You’ll find your career. And you’ll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

The Project:

HCLTech Bulgaria is collaborating with a strategic international client on a large-scale technological modernization initiative, supporting business-critical and mission-impacting operations. This role offers the opportunity to work in a complex, enterprise-level environment with real impact.

As a Senior IT Service Desk Specialist, you will be a key technical point of contact, responsible for troubleshooting and resolving a broad range of hardware and software issues. You will support end users across multiple devices and applications, ensure service continuity, and contribute to continuous service improvement.

You will work with:

• Laptops, desktops, tablets, mobile devices
• Printers, routers, peripheral devices
• Microsoft Office and enterprise applications
• User accounts, access, and authentication systems

Key Responsibilities:

• Lead troubleshooting, diagnosis, and resolution of technical incidents
• Maintain expert-level knowledge of hardware and software used by the client
• Perform software installations, configurations, and user access management
• Triage incoming support requests and coordinate with specialized support teams
• Build and maintain productive relationships with vendors and external partners
• Use knowledge management tools and collaborate with Service Desk peers
• Work closely with other support teams to resolve recurring issues
• Ensure documentation and management tools are accurate and up to date

Project & Work Conditions:

• Working hours: Monday to Friday, between 07:00 – 21:00 (EET)
• Work model: Work from Office (Sofia only)
• On-call duties: May be required based on business needs and performed from the office
• Eligibility: Suitable for candidates permanently residing in Sofia

Required Qualifications:

• Minimum 1 year of experience in a Service Desk or IT Support role
• Proficient English communication skills (written and verbal)
• Strong problem analysis, troubleshooting, and resolution capabilities
• Experience supporting business users in a corporate or enterprise environment

We are looking for a professional who demonstrates:

• High level of responsibility and reliability
• Strong work ethics and professional integrity
• Punctuality and respect for schedules and commitments
• Accountability for tasks and outcomes
• Attention to detail and accuracy
• Customer-focused mindset with a positive attitude
• Ability to work well under pressure in a fast-paced environment
• Strong teamwork and communication skills
•  Willingness to learn, adapt, and continuously improve

What we offer: 

• Food vouchers and social benefits package
• Opportunity for career progression
• Young and vibrant team environment
• Competitive salary
• Professional on-boarding and on-going trainings

Are you willing to build up your career with us? – We’ll be happy to receive your resume in English!

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** Only candidates selected for interview will be contacted

Classification: Internal

HCLTech is committed to protecting and securing the privacy and confidentiality of the Personal Data which it collects directly or indirectly from you when applying for a job at HCLTech either directly or through a third-party human resources agency. This notice (the “Notice”) outlines and explains how HCL Technologies Limited including its subsidiaries, local employing entities, associates, and affiliated companies [collectively referred to as “HCLTech”, “us,” “our”, or “we”] will process your Personal Data in accordance with applicable privacy legislation(s).