Technology Support Specialist I

This is a fully remote position, open to applicants in Bulgaria.

📋 Description

• Assist, configure, and uphold IT tools, services, and applications.

• Identify and troubleshoot technical and application-related challenges.

• Address user inquiries and incidents, resolving issues whenever feasible and escalating complex cases as necessary.

• Oversee incidents and service requests via ServiceDesk Plus, which includes prioritization, documentation, communication, and prompt resolution.

• Track service performance, KPIs, and adherence to established SLAs.

• Deliver first-line technical and application support.

• Manage application access, user accounts, permissions, and authentication activities in accordance with security policies.

• Develop and maintain technical documentation, knowledge articles, troubleshooting guides, and resolution records.

• Utilize Jira for collaboration with internal teams and to monitor defects, enhancements, and ongoing activities.

• Partner with application owners, vendors, technical teams, and business stakeholders to investigate and resolve intricate issues.

• Recognize recurring incidents and opportunities for enhancing applications, support processes, operational efficiency, and user experience.

• Adhere to established protocols and change management processes within a regulated clinical research environment.

⛳️ Requirements

• Prior experience in IT support, application support, helpdesk, service desk, application management, or a similar field.

• Solid understanding of IT troubleshooting concepts and experience in resolving technical or application-related issues.

• Strong analytical and problem-solving abilities.

• Exceptional communication and interpersonal skills with a customer-centric approach.

• Capability to produce clear and precise technical documentation.

• Excellent organizational skills and the capacity to manage multiple priorities.

• Proficient command of English, both written and verbal.

• Willingness to work shifts, including night shifts.

• Experience with ServiceDesk Plus, Jira, or comparable IT Service Management and issue-tracking tools is advantageous.

• Previous experience in a CRO, pharmaceutical, healthcare, life sciences, or other regulated sectors is a plus.

• CV submitted in English.

🏝️ Benefits

• Employment based on a contract with a stable and expanding international company.

• Fully remote work within a global environment.

• Opportunities for professional growth, training, and skill enhancement.

• Attractive employee benefits package.

• Exposure to modern IT tools and technologies that support clinical trials and corporate operations.

• Collaboration with international teams and experts.

• A culture that promotes knowledge sharing, teamwork, and continuous learning.

• Opportunities to contribute to process enhancements and digital transformation initiatives.

• The chance to work for a Top Employer 2026 organization built on trust, collaboration, and diversity.