IT Support Analyst

ThinkMarkets is a global financial technology company, specializing in providing multi-asset trading solutions to thousands of clients around the world. With our flagship ThinkTrader platform, we make it available for our clients to trade the world 24 hours a day. Our mission is to bridge the gap between traders, investors, and platforms by allowing access to global markets and thousands of products thus providing our clients with the ability to trade the world in the palm of their hands. We use the latest technologies to give traders seamless access to our proprietary trading platforms.

We are looking for a skilled and motivated IT Support Analyst to join our expanding Sofia office. This is a fully onsite role with a fixed schedule of 7:00 AM – 4:00 PM, Monday to Friday, supporting mission-critical trading platforms and related infrastructure.

You will be responsible for the support, configuration, monitoring, and administration of trading applications and back-office systems, working across multiple operating systems and technologies. This includes troubleshooting high-impact issues, collaborating with internal teams and external vendors, and ensuring the reliability of our trading environment.

Responsibilities

• Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing system.
• Diagnose and resolve technical hardware and software issues.
• Install, configure, and maintain computer systems and applications.
• Escalate unresolved issues to the appropriate internal teams.
• Maintain accurate records of issues and solutions within the helpdesk system.
• Provide support for Microsoft Office, Windows OS, and other enterprise applications.
• Assist with onboarding and offboarding of employees, including account setup and equipment provisioning.
• Follow up with users to ensure issues are resolved and provide feedback on support processes.
• Contribute to documentation and knowledge base articles.

Requirements

• Proven experience as a Helpdesk Technician or other customer support role.
• Good understanding of computer systems, mobile devices, and other tech products.
• Ability to diagnose and resolve basic technical issues.
• Excellent communication and interpersonal skills.
• Familiarity with helpdesk systems (e.g., Zendesk, Freshdesk, ServiceNow).
• Degree or diploma in IT, Computer Science, or relevant field is a plus.

Nice to have:

• Experience with Active Directory and Office 365 administration.
• Knowledge of remote desktop applications and helpdesk software.
• Ability to multitask and prioritize in a fast-paced environment.

 What we offer:  

• Highly competitive remuneration 
• 25 days annual paid leave & 1 day Birthday leave 
• Health insurance & Dental Care for you, spouse, and kids under 18 
• Fully covered Multisport card 
• Employee Assistance Program 
• Fresh fruits, nuts, healthy snacks, and beverages 
• Modern and colorful office in Infinity Tower, close to public transports and commodities