Senior IT Analyst with Bulgarian & English

HCLTech is a global technology company, home to more than 227,000 people across 60 countries, delivering industry-leading capabilities centered around AI, digital, engineering, cloud and software, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology & Services, Semiconductor, Telecom and Media, Retail and CPG, Mobility and Public Services. Consolidated revenues as of 12 months ending March 2026 totaled $14.7B.

To learn how we can supercharge progress for you, visit hcltech.com.

Overview of the Role:
As a Senior IT Analyst with Bulgarian & English proficiency, you will play a crucial role in delivering high-quality technical support to our clients. You will be responsible for resolving complex technical issues, ensuring seamless IT operations, and enhancing customer satisfaction through expert assistance. This position is integral to HCLTech’s commitment to providing world-class support services and maintaining strong client relationships, supporting users across multiple platforms and technologies.

Detailed Responsibilities:
• Diagnose and resolve hardware, software, and network issues for end users via telephone and remote support.
• Provide technical support to Bulgarian and English-speaking customers, guiding clients through troubleshooting and corrective steps.
• Route unresolved problems to appropriate internal support teams and coordinate with vendors for advanced technical solutions.
• Administer and manage user access across various systems, ensuring compliance and security.
• Document all support interactions, problem resolutions, and work requests using the Call Tracking System.
• Collaborate closely with IT support staff to share technical knowledge and streamline problem-solving processes.
• Maintain, configure, and manage equipment, including backup and recovery procedures, software installation and de-installation.

Skill Requirements:
• Proficiency in Bulgarian (minimum B2 level) and English (minimum B2 level), both written and spoken.
• Strong communication and interpersonal skills, with the ability to convey technical concepts clearly to non-technical users.
• Demonstrated experience in customer handling and resourcefulness, especially in addressing unforeseen situations.
• Solid understanding of IT environments, with a readiness to learn new processes and technologies.
• Hands-on knowledge of Windows OS, MS Office Suite, Internet browsers, antivirus and firewall software, and PC hardware.
• Familiarity with ITIL processes or certification is advantageous.
• Ability to quickly acquire new information and adapt to evolving technical requirements.

Other Requirements:
• Experience working in multinational or multicultural environments.
• Previous exposure to enterprise-level technical support or helpdesk roles.
• Additional certifications in IT support, networking, or related fields.
• Knowledge of other languages is a plus.

Career Development Opportunities:
At HCLTech, we are committed to supporting your professional growth. Employees benefit from structured training programs, certification sponsorships, and opportunities to advance within the company. Senior IT Analysts can progress into roles such as IT Team Lead, Technical Specialist, or move into project management and consulting tracks. With a culture that encourages innovation and knowledge sharing, you will have the chance to work on cutting-edge technologies and participate in global projects, positioning yourself for long-term success within the organization.

Benefit package:
• Life insurance
• Private medical care
• MultiSport Card
• Subsidy for glasses
• Subsidy to language courses
• Christmas and holiday bonuses