We are looking for a motivated and customer-focused IT Support Specialist to join our growing team in Bulgaria. In this role, you will provide second-tier remote IT support to end users, ensuring timely service restoration and effective problem resolution. You will work with a wide range of technologies while collaborating closely with Service Desk and IT Operations teams to deliver an excellent user experience.

This is an opportunity to deepen your technical expertise, contribute to continuous improvement initiatives, and support a dynamic, international environment.

As an IT Support Specialist, you will:

• Diagnose, recreate, and resolve user issues related to operating systems, applications, and network environments.
• Identify root causes of recurring problems and recommend system modifications to reduce future incidents.
• Escalate complex or high-impact issues to senior teams or management, providing clear documentation and status updates.
• Ensure compliance with established IT policies, procedures, and security standards.
• Propose creative, effective solutions to improve efficiency, productivity, and end-user satisfaction.
• Deliver end-user training and guidance when needed.
• Support and mentor less experienced Service Desk colleagues, sharing best practices in problem resolution and communication.
• Maintain strong working knowledge of the IT operating environment, tools, client applications, and Service Desk processes.
• Collaborate with IT Operations to ensure smooth service delivery across systems and applications.
• Perform additional duties as required to support business needs.
• Participate in occasional after-hours support, managed in compliance with Bulgarian labor legislation.

Required Qualifications & Experience

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Hands-on experience supporting PC software in a networked environment (Microsoft operating systems, Office applications, email systems, etc.), or an equivalent combination of education and experience.
• Working knowledge of Microsoft server, workstation, and networking technologies (intermediate level).
• Understanding of industry standards and best practices for system and network administration.
• Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.

Nice to Have

• Experience working in a shared services or international environment.
• Familiarity with ITSM tools and incident/problem/change management processes.
• A proactive mindset and passion for improving user experience.

Why Join Us

• Work in a collaborative, international IT environment.
• Develop your technical and professional skills through exposure to diverse systems and challenges.
• Be part of a team that values knowledge sharing, continuous improvement, and innovation.
• Competitive compensation and benefits aligned with the Bulgarian market.
• Stable role with opportunities for growth within IT Operations or specialized technical paths.

IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at https://jobs.iqvia.com

IQVIA is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements, misrepresentations, or material omissions during the recruitment process will result in immediate disqualification of your application, or termination of employment if discovered later, in accordance with applicable law. We appreciate your honesty and professionalism.