LeapXpert

Senior IT Specialist

LeapXpert

full-time

Posted on:

Location Type: Hybrid

Location: Sofia • Bulgaria

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Job Level

Senior

Tech Stack

ITSMJamfMacOSServiceNow

About the role

  • Manage and prioritize ITSM ticket queues, ensuring timely resolution of incidents, service requests, and problems.
  • Perform root cause analysis and implement preventive measures.
  • Follow ITIL best practices for incident, problem, and change management.
  • Administer and manage access to all SaaS applications via Okta and Microsoft Entra ID (user onboarding/offboarding, group policies, SSO integrations).
  • Maintain security best practices in identity and access control.
  • Provide hands-on support for Windows, macOS, and Office 365 environments, including other business software and SaaS applications.
  • Manage IT asset lifecycle, including procurement, inventory tracking, and vendor coordination.
  • Assist with hardware, software, and peripheral troubleshooting.
  • Support collaboration tools such as Microsoft Teams and Slack.
  • Administer endpoint management tools (e.g., Intune, JAMF) for device provisioning, compliance, and patching.
  • Support IT asset management tools and maintain accurate inventory records.
  • Ensure systems and processes comply with internal security policies and regulatory standards (PCI-DSS, ISO, SOC2, etc.).
  • Assist with IT audits and documentation.
  • Maintain clear technical documentation, knowledge base articles, and procedural guides.
  • Prepare reports on service performance and improvement opportunities.

Requirements

  • Degree in Information Technology, Computer Science, or related discipline (or equivalent experience).
  • 5+ years of experience in IT support or system administration.
  • Strong technical knowledge in:
  • OS: Windows, macOS
  • Collaboration tools: Office 365, Teams, Slack
  • Identity & Access Management: Okta, Microsoft Entra ID
  • Endpoint Management: JAMF, Intune
  • ITSM Tools: ServiceNow, Freshservice, Freshdesk, Jira
  • Excellent problem-solving and analytical skills.
  • Strong organizational and time management abilities.
  • Experience with IT asset management, procurement, and vendor coordination.
  • Experience with security, compliance, and audit processes is a plus.
  • Ability to work independently with a proactive “get things done” mindset.
  • Excellent communication skills in English (both verbal and written).
Benefits
  • Innovative Culture: Work at the cutting edge of business communication technology, with a product that’s changing the way Fortune 500 companies communicate.
  • Impactful Work: Your contributions will directly impact how millions of professionals connect and collaborate worldwide.
  • Global Team: Be part of a diverse, mission-driven team that values collaboration, innovation, and growth.
  • Growth Opportunities: With our rapid expansion, there are plenty of opportunities for professional growth and development.
  • Award-Winning Product: Join a company with a track record of success and recognition, including accolades like being named a Gartner Cool Vendor.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
ITSMroot cause analysisincident managementproblem managementchange managementidentity and access managementIT asset managementprocurementtroubleshootingsecurity compliance
Soft skills
problem-solvinganalytical skillsorganizational abilitiestime managementproactive mindsetcommunication skills