IT Support Engineer

Job Title: IT Support Engineer

Type of employment: Permanent, Full time, Hybrid.

Location: This is a hybrid role based in Varna, Bulgaria. You need to be based in Bulgaria and have the rights to work without visa sponsorship. We are unable to offer visa sponsorship for this position.

About ZigZag Global   

We are Returns! We’re an award-winning eCommerce returns business founded in 2015 by our CEO, Al Gerrie. We live to push boundaries of smarter returns, and we want a thriving retail world where every customer experience is both delightful and considered, everything we buy can be loved and re-loved and preserving our planet is part of the fabric of how we shop.  

Today, more than 200 companies across 130 countries use our SaaS platform to help reduce the cost, friction, and impact of returns. Part of our leading enterprise retail clients include Zara, Superdry, New Look, Boden, Selfridges, Sports Direct, The Hut Group, Swarovski, not to forget the Whitelabel partnership with the world’s biggest logistics businesses like DHL, Evri, and FedEx.  

In March 2021, ZigZag was acquired by Global Blue, an industry leader in tax free shopping. Strengthening our reach across the global retail industry and allowing us to continue to do what we do best, help retailers manage and re-sell their returns.  

At ZigZag, we embody a set of values that lies at the core of our workplace culture. Our dedication to the Start-up Spirit, Human Heart and Grown-up Mindset defines our collaborative spirit and shapes our collective success.  

Passionate and Collaborative Minds Wanted:

You’ll join a brilliantly diverse group across Europe. We believe a business is strongest when its teams are both inclusive and diverse. We recognise and aim to challenge everyday biases, remove obstacles to inclusion and ensure all our people can thrive and be themselves.

If you are passionate about making a positive impact, caring for both colleagues and clients, and embracing a collaborative mindset, we invite you to apply. Join us in building a workplace where every contribution matters, and each team member feels a profound sense of belonging and value.

Position Overview:

The IT Support Engineer will oversee the organization's technology infrastructure, including hardware procurement, network management, cybersecurity, and software supplier relationships. Key responsibilities include negotiating pricing and managing vendor relationships, onboarding and offboarding users securely, and maintaining an up-to-date asset inventory.  
 
The role also involves managing the Office 365 platform, ensuring the smooth setup and administration of services such as email, Teams, and calendar. Additionally, the IT Support Engineer will develop and enforce IT policies and processes, provide ongoing support for office equipment, and ensure the overall reliability and security of the company's technology systems. This role will also involve communication with all employees across company sites and collaboration with the IT support and security teams to ensure seamless operations and security measures.

Key Responsibilities:

• Manage the hardware purchasing and setup process, including pricing negotiations, owning of the vendors relationship, the selection and implementation of new equipment.
• Onboard new users, offboard leavers securely.
• Oversee network management and maintenance, including the implementation of cybersecurity measures to protect our data and systems
• Manage our Office 365 platform, including the setup and administration of email, teams, calendar, and other related services.
• Manage software supplier relationships and negotiate contracts to ensure that the organization is getting the best value for its technology investments.
• Maintain an accurate asset inventory of all technology-related assets and ensure that they are properly maintained and updated.
• Keep and up-to-date infrastructure diagrams/documentation.
• Develop and implement IT policies and procedures to ensure the security and reliability of our technology infrastructure.
• Document and maintain all infrastructure, security and other relevant policies and procedures.
• Provide ongoing maintenance, troubleshooting, and support for office equipment, including laptops, ensuring they are properly configured, updated, and fully operational for all users.
• Oversee the management and administration of our Office 365 platform, including setting up and managing user accounts for email, Teams, Calendar, and other related services. Additionally, manage accounts for other third-party SaaS tools, ensuring seamless user access and proper account configurations.

What you’ll need to be successful:

• Bachelor’s degree in computer science, Information Technology, or a related field.
• Proven experience as an IT Support Engineer.
• Strong understanding of network infrastructure, including routing, switching, and security.
• Experience with Office 365 administration and management.
• Experience managing software supplier relationships and negotiating contracts.
• Fluency in English essential, fluency in German is preferable.
• Strong verbal and written communication.
• Strong analytical and problem-solving abilities.
• We before Me Collaboration: Prioritize collective success over individual achievements, demonstrating a "We before Me" attitude in collaborative projects and team goals.
• Adaptability to Roll with Zig days and Zag days: Embrace flexibility and adaptability, recognizing that workdays may present unexpected shifts and challenges.

• 20 days holiday plus bank holidays. Additional day holiday after every full year of service (up to 5 additional days) plus a bonus day off for your birthday
• Collaborative working environment
• Healthcare insurance with dental service included
• Food vouchers (200 BGN/month per person)
• Option for a Multisport card at a discounted price
• Option for a Parking card at a discounted price for our office in Varna
• Annual L&D budget
• Mental Health Support
• Employee referral bonus scheme
• Office Equipment Budget

If you are interested, please send your CV in English.

Your application will be reviewed with strict confidentiality. Only the short-listed candidates will be contacted for an interview. Providing your personal data, you explicitly agree that it will be processed for the purpose of recruiting and for the purpose of the possible signing of a labour contract and will be stored and operated by “ZigZag Global” EOOD in their capacity of the personal data controller and personal data processor in accordance with the effective legislation. Please have in mind that with this you give permission for your resume to be shared with other parties of the ZigZag Global Group.