• Do you enjoy solving technical challenges and providing clear, customer‑focused support? 

• Ready to work in a dynamic environment where troubleshooting, learning, and collaboration go hand in hand? 
   

Practical Information 

Location: Sofia, Bulgaria | Reports to: Services Team Lead | Work Arrangement: Hybrid | Visa Requirements: Valid Visa for Bulgaria | Language Requirements: English and Italian at professional level | Learn more: softwareone.com 

 
We’re looking for a Cloud Managed Services Associate to join an international team working across Workplace, Data Center and Security. In this role, you’ll support enterprise customers, troubleshoot incidents, and keep systems running smoothly. You’ll learn from experienced engineers, gain certifications, and build a foundation for your IT career. 

Key Responsibilities 

• Deliver Level 1 technical support for Microsoft 365 cloud technologies as part of a global support model (EMEA day shift only) 

• Troubleshoot and resolve customer issues efficiently, operating calmly under pressure when systems are impacted 

• Drive incidents through resolution, escalating to Level 2/3 or the Team Lead when required 

• Communicate clearly with customers, keeping them informed of incident progress, service updates, and critical events 

• Apply advanced troubleshooting techniques to provide tailored solutions for customer environments 

• Contribute to Knowledge Base articles and maintain accurate technical documentation 

• Follow defined quality and security processes, ensuring tickets are resolved quickly and effectively 

• Support continuous improvement initiatives, including service improvement programs and customer satisfaction feedback 

Job Requirements

• Demonstrated experience in technical support or managed services, with fluency in English and Italian, and the ability to work effectively in fast‑paced, customer‑facing environments 

• Solid working knowledge of M365 core workloads, including Exchange Online, SharePoint, OneDrive, and Teams 

• Troubleshooting skills across security, networking, email integration, Intune/MDM, and desktop client interactions with M365, supported by a methodical, solution‑driven mindset 

• Familiarity with Office 365 Security & Compliance features and modern authentication protocols 

• Experience working within ITIL‑based, change‑controlled environments, following structured processes 

• Strong communication skills, both written and verbal, with a willingness to learn, pursue certifications, and contribute to team knowledge‑sharing initiatives 

Our company benefits vary based on your location, but always include:  

• Global company culture: We defined our 6 core values through our company culture  

• A mentor who supports your successful start and is at your side with advice and action 

• President’s Club: Recognition awarded by leadership and your peers 

• Flexible work: Do great work from anywhere but also visit local office to deliver excellence in team relationship 

• Lifelong education: A variety of training and development opportunities. 

• Hire to Grow: We optimize our internal structures and feedback culture constantly to be your Employer of Choice, today and in future 

Company description

SoftwareOne and Crayon have come together to form a global, AI-powered software and cloud solutions provider with a bold vision for the future. With a footprint in over 70 countries and a diverse team of 13,000+ professionals, we offer unparalleled opportunities for talent to grow, make an impact, and shape the future of technology. At the heart of our business is our people. We empower our teams to work across borders, innovate fearlessly, and continuously develop their skills through world-class learning and development programs. Whether you're passionate about cloud, software, data, AI, or building meaningful client relationships, you’ll find a place to thrive here. Join us and be part of a purpose-driven culture where your ideas matter, your growth is supported, and your career can go global. 

Show more
Show less