IT Helpdesk Engineer (Shifts)

Company Description Sunwell Solutions LTD helps organizations transform disconnected cybersecurity tools into a cohesive, effective security environment. The company operates across Managed Security, Platform Operations, Vulnerability Management, Penetration Testing, Integration Services, and Consultancy to ensure technology aligns with people, processes, and risk. Based in Bulgaria, Sunwell Solutions closely follows NIS2 requirements and supports local and EU businesses in understanding and meeting regulatory obligations. The team focuses on unlocking the full potential of modern cybersecurity platforms so clients can strengthen protection and compliance. Sunwell Solutions offers a collaborative environment for professionals interested in security technology and regulatory developments.Role Description The IT Helpdesk Engineer (Shifts) is a full-time, on-site role based in Sofia, responsible for providing first-line technical support to internal users and clients. Day-to-day tasks include responding to helpdesk tickets, diagnosing and resolving hardware, software, and network issues, and escalating complex incidents to senior engineers when needed. The role involves monitoring systems, supporting user access and permissions, and ensuring that security and data protection policies are followed in all support activities. The IT Helpdesk Engineer will document solutions, maintain accurate records of incidents, and contribute to continuous improvement of support procedures. The position operates in shifts, requiring flexibility to cover service hours and maintain consistent, high-quality support.QualificationsSupportOperate Customer IT systems in compliance with ISO 27001 and ITILstandardsHandle and manage tickets (incidents and service requests) sent to the IT Helpdesk queue (JSM), and collaborate with senior engineers for support when needed across macOS, Windows, and LinuxResearch, diagnose, troubleshoot, and identify solutions to resolve incidents; promote recurring issues into problem records; and coordinate root cause identificationFollow standard procedures to properly escalate unresolved issues to the appropriate internal teamsDocument technical knowledge in the form of notes and manualsOnboard new joiners and offboard leaversMaintain relevant user access controls in adherence with the least privilege principleProvide remote support during the company’s regular eventsAutomationAnalyze system integration challenges and identify opportunities for automationGather requirements from the HelpDesk team to propose and develop automated solutionsCollaborate with other IT teams, vendors, and third parties to automate software accessInstall applications through MDM systemsDocument automation processesThe skills you will demonstrateAbility to perform the responsibilities listed aboveExcellent communication and end-user support skillsStrong, creative problem-solving skills and the ability to learn autonomouslyExperience and strong knowledge of macOS, Azure, and LinuxGood understanding of SSO, SAML, and APIsExcellent verbal and written communication skills in EnglishPreferred Qualifications & Certifications (Pluses)While not strictly required, the following credentials will make your application stand out:MDM Certifications: Jamf (e.g., Jamf Certified Associate/Admin), JumpCloud Admin, or Kandji certifications.SaaS Administration: Google Workspace Administrator Certification.