Supv. IT Support

Why UKG:

At UKG, the work you do matters. The code you ship, the decisions you make, and the care you show a customer all add up to real impact. Today, tens of millions of workers start and end their days with our workforce operating platform. Helping people get paid, grow in their careers, and shape the future of their industries. That's what we do.

We never stop learning. We never stop challenging the norm. We push for better, and we celebrate the wins along the way. Here, you'll get flexibility that's real, benefits you can count on, and a team that succeeds together. Because at UKG, your work matters-and so do you.

Role Summary:

We are looking for a reliable and hands-on Onsite IT Support Engineer to support IT operations at the Varna office. This role will be responsible for onsite employee support, laptop preparation, device deployment, asset management, logistics coordination, service desk support, and legacy OneView/Immedis IT systems support.

The ideal candidate should be comfortable working in a fast-paced IT support environment, managing hardware logistics across Europe, supporting end users through multiple channels, and maintaining strong ownership of local IT operations.

Please note this role is hybrid and the expectation is to visit the office in Varna four times per week at minimum and you may be required to travel to other EMEA offices, including Sofia, France, Belgium, and Ireland, for IT support and project activities.

Key Responsibilities:

• Provide onsite IT support for employees based in the office.
• Prepare laptops and devices for new hires and replacement equipment.
• Wipe, configure, and deploy Windows and macOS machines.
• Support regional device deployments, office IT setup, asset activities, and employee support requirements.
• Assist with IT initiatives, migrations, hardware refreshes, and operational improvements across EMEA.
• Assist with employee onboarding, including device setup, account access, IT orientation, and basic troubleshooting.
• Organize IT storage areas and maintain local hardware inventory.
• Ensure office IT equipment is available, organized, tracked, and ready for business needs.
• Support local IT activities, office moves, desk setups, and device-related requests.

Asset Management & Logistics:

• Manage IT equipment shipments across Europe, excluding the UK.
• Create DHL shipping labels and track equipment deliveries.
• Coordinate equipment shipments, collections, replacements, and redeployment activities.
• Support U.S. asset collection requests by coordinating equipment retrieval and tracking.
• Maintain accurate asset records and shipment status updates.
• Work with internal teams, employees, and logistics providers such as DHL and FedEx to ensure timely delivery and collection of IT equipment.
• Support inventory accuracy through regular updates in IT asset management systems.

Service Desk & Technical Support:

• Support the Tier 1 ticket queue by resolving issues or routing tickets to the appropriate teams.
• Provide technical support through phone, chat, and ServiceNow tickets.
• Troubleshoot hardware, software, access, device management, network, and endpoint-related issues.
• Support and use systems including ServiceNow, ARS, ITAM, Intune, JAMF, Absolute, Entra, Zscaler, BeyondTrust, PingOne, DHL, and FedEx.
• Follow established SLAs, escalation paths, and support procedures.
• Provide timely communication and updates to employees and internal stakeholders.

Product Legacy IT Support

• Serve as one of the limited team members supporting legacy Immedis systems.
• Support legacy platforms such as ShareFile, Amazon Workspaces, and Immedis Active Directory.
• Troubleshoot access, account, device, and application issues related to legacy systems.
• Maintain continuity of support for OneView and legacy Immedis users.
• Document known issues, processes, and support steps for legacy environments.
• Knowledge Management & Process Support
• Create and maintain knowledge base articles in ServiceNow.
• Document support procedures, troubleshooting steps, and operational processes.
• Participate in multi-admin approval processes as required.
• Identify opportunities to improve support processes, documentation, and operational efficiency.
• Collaborate with global IT teams to ensure consistent support standards.

Required Skills and Experience

• Experience in onsite IT support, desktop support, or service desk support.
• Hands-on experience preparing, wiping, configuring, and deploying laptops and endpoint devices.
• Experience supporting Windows and macOS devices.
• Familiarity with ServiceNow or similar ITSM platforms.
• Understanding of IT asset management and hardware inventory processes.
• Experience coordinating equipment shipments, collections, and logistics.
• Working knowledge of endpoint and access management tools such as Intune, JAMF, Entra, Zscaler, BeyondTrust, PingOne, Absolute, or similar platforms.
• Ability to troubleshoot common hardware, software, network, access, and endpoint issues.
• Strong communication and customer service skills.
• Ability to manage multiple tasks and prioritize work based on urgency and business impact.
• Good documentation and process-following skills.

Preferred Skills:

• Experience supporting international or EMEA-based IT operations.
• Experience with DHL, FedEx, or similar shipping/logistics platforms.
• Knowledge of ShareFile, Amazon Workspaces, and Active Directory.
• Experience supporting legacy IT environments or acquired company platforms.
• Familiarity with onboarding/offboarding processes.
• Understanding of SLA-based support and escalation management.
• Willingness to travel across EMEA as required.

Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
• Relevant IT certifications such as ITIL Foundation, Microsoft, Jamf, CompTIA A+, Network+, or similar certifications are preferred.
• Key Competencies
• Strong ownership and accountability.
• Customer-focused approach.
• Good troubleshooting and problem-solving skills.
• Ability to work independently and as part of a global team.
• Strong organizational skills and attention to detail.
• Adaptability and willingness to support both modern and legacy IT environments.
• Ability to work in a fast-paced, multi-location support environment.

Our social benefits include:

• 25 to 28 days of annual leave;
• Medical coverage provided by Bulstrad for you and your dependents;
• Life, AD&D, Disability & critical illness coverage provided by DZI;
• Meal vouchers provided by Edenred - EUR 95 per month;
• Employee Assistance Programs available 24/7;
• Global Tuition Reimbursement program - up to EUR 3 425 per year;
• Fertility support - up to EUR 6 525 per year;
• Adoption assistance;
• Business travel insurance;
• U choose program - EUR 275 every quarter to be spent on eligible items.

Company Overview:

UKG is the Workforce Operating Platform that puts workforce understanding to work. With the world's largest collection of workforce insights, and people-first AI, our ability to reveal unseen ways to build trust, amplify productivity, and empower talent, is unmatched. It's this expertise that equips our customers with the intelligence to solve any challenge in any industry - because great organizations know their workforce is their competitive edge. Learn more at ukg.com.

UKG is proud to be an equal opportunity employer and is committed to promoting diversity and inclusion in the workplace, including the recruitment process.

Disability Accommodation in the Application and Interview Process

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email [email protected]

The pay range for this position is €19,800 to €26,750. The actual base pay offered may vary depending on skills, experience, job-related knowledge and work location. In addition to base pay, employees may be eligible to participate in a performance-based bonus plan and to receive restricted stock unit awards as part of total compensation. Learn more about UKG's benefits and rewards at https://www.ukg.com/about-us/careers/benefits