• 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 French at full 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