L1 Service Desk Engineer
- Campus Sofia
- Medior
- Expertise: Technology
- Skills: Jira, English, ITIL
- Employment: Employed
- What you'll do
- Your qualities and skills as L1 Service Desk Engineer
- What’s in it for you
- Get to know iO
- What your colleagues say
- Your application, step by step
What you'll do
You're the kind of person who likes order in chaos — tickets logged, clients informed, nothing falling through the cracks.
Join iO as our dedicated L1 Service Desk Engineer and become the operational backbone of our Shared Service Desk for digital client operations.
What you'll do:
• Act as single point of contact for all support requests during standard office hours
• Handle intake, triage, and routing of incidents across multiple iO digital clients
• Manage tickets through Jira and Azure DevOps, ensuring quality and SLA compliance
• Communicate proactively with clients - from acknowledgements to resolution updates
• Work with our AI Operations Assistant (Bonzai) to navigate client documentation and procedures
Your qualities and skills as L1 Service Desk Engineer
• Fluent English communication - you'll be the voice of our digital client operations
• Proficiency with ticketing systems (Jira/Azure DevOps) and Confluence
• Comfortable working with AI tools for documentation and procedures
• Basic understanding of ITIL incident management and web applications
• Service-oriented mindset with structured approach to problem-solving
• Ability to stay calm under pressure and handle multiple clients simultaneously
Nice to have:
Experience in managed services environments, familiarity with Umbraco/Sitecore/HubSpot/Azure/AWS, Dutch language skills
This isn't a hands-on technical role - you'll be the expert at connecting the right people with the right problems, using documented processes and AI assistance to deliver exceptional digital client service.
What’s in it for you?
26 days of vacation days
Based on a 40-hour work week, you have 26 days of paid leave.
Additional Health And Dental Insurance
Covering patient and outpatient care, health and dental care, reimbursement of costs for prescribed medicines, pregnancy and birth coverage.
Hybrid working
A good work-life balance is super important. Together with your team, you’ll decide when and where you work.
Healthy office snacks and specialty coffee
At our campus, we provide fresh fruits, healthy snacks and specialty coffee beverages throughout the day.
Personal training budget
Each year, you’ll get a budget of €3,000 to develop yourself, in your profession or as a person, through training, events, or courses.
Celebrating together
If there’s something to celebrate, we know how to party! From time to time, the party team at your campus will organise the best (theme) parties.
Questions about this position?
Hi! I’m Elena, Recruiter at iO, and I’m here to answer all your questions. What’s on your mind?
Send an email to elena.dobreva@iodigital.com or contact me via +35 987 70 07 626
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- #LI-Hybrid
What’s in it for you
26 days of vacation days
Based on a 40-hour work week, you have 26 days of paid leave.
Additional health and dental insurance
Covering patient and outpatient care, health and dental care, reimbursement of costs for prescribed medicines, pregnancy and birth coverage.
Hybrid working
A good work-life balance is super important. Together with your team, you’ll decide when and where you work.
Healthy office snacks and specialty coffee
At our campus, we provide fresh fruits, healthy snacks and specialty coffee beverages throughout the day.
Personal training budget
Each year, you’ll get a budget of €3,000 to develop yourself, in your profession or as a person, through training, events, or courses.
Celebrating together
If there’s something to celebrate, we know how to party! From time to time, the party team at your campus will organise the best (theme) parties.
Get to know iO
- 2,000+colleagues
- 13campuses
- 5countries
- 26nationalities
- 10+awards in the past year
- ∞growing, learning and challenging yourself
What your colleagues say
Pop talks, pair programming and even UNO? That's how Maaike leads a team at iO.
Maaike Hellemans
Technical Lead JavaFrom SEO expert to content strategist and - today - a copywriter. Experience Pieter's growth story at iO.
Pieter Moons
CopywriterRefreshing perspectives mean Ronald learns something new every day.
Ronald van der Horst
Lead Software DeveloperNakita feels fully supported in her professional development at iO.
Nakita Verbruggen
Teamlead CampaigningFor Lennard, it’s the fact that iO supports open source that’s an extra dimension to his work.
Lennard Swaneveld
Senior Drupal DeveloperMariam on the best parts of her jobs. Personal connections, rewarding work and great collaborations.
Mariam Gooijer - Berrezzouk
Corporate RecruiterFor Marleen, continuous change and evolution are an important part of her iO career.
Marleen van den Brand
DesignerMarcel’s insatiable curiosity for LEGO leads to eye-opening workshops.
Marcel de Jong
Digital StrategistAfter an inspiring meeting with Klaas, Lars takes a surprising step in his iO career.
Lars van Tulden
CRO consultantPatrick and his team set up a team hackathon in search of innovative solutions.
Patrick de Bie
Software Developer
Your application, step by step
Working together, making an impact and growing: it all starts with the right connection. That's why we'd like to get to know you and want you to get to know your future colleagues too.
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Let's get to know each other
We like to act quickly. If we can sense a match, we'll get in touch soon for a virtual introduction. This way, both you and we can see if there's a good fit.
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Come say hi
How can your knowledge, skills and experience shine at iO? During a conversation with your future team lead, we’ll discuss interesting opportunities for you in our blended agency.
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Meet the team
There are many people here who’d love to meet you! Your potential colleagues will join us at the table. And of course, you'll get a full campus tour.
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Join the team!
Are we all excited? Congratulations! Go ahead and sign that contract. Together, we'll discuss the practical details and ensure you have everything you need to get started at iO.
FAQ
Apply now
Ready for an exciting career at iO? Apply using this form or through LinkedIn. We’ll contact you soon.