Digital Application Support Analyst at Fastmarkets · Sofia

companyDescription Fastmarkets is an industry-leading price-reporting agency (PRA) and information provider for global commodities, providing price data, news, analytics and events for the agriculture, forest products, metals and mining and new-generation energy markets. Fastmarkets' data is critical for customers seeking to understand and predict dynamic, sometimes opaque markets, enabling trading and risk management. Fastmarkets is a global business with a history dating back to 1865 and is built on trust and deep market knowledge. It has more than 700 employees spread across global locations in the UK, US, China, India, Singapore, Brazil, Belgium, Bulgaria, Finland and beyond. jobDescription The Role As a Digital Workspace Specialist (L2) you will combine hands-on, on-site support with being part of the global team, responsible for ensuring a seamless experience for both internal colleagues and external customers. You will have two areas of responsibility; one coordinating the regional onboarding of new employees and providing face‑to‑face technical support in the Sofia office. The second you will also support our colleagues worldwide remotely and you will help triage customer platform issues as part of our follow‑the‑sun operating model, ensuring problems reach the right teams quickly and customers benefit from timely, high‑quality resolution. You will diagnose and resolve incidents and service requests across Windows and MacOS devices, Microsoft 365, end‑user hardware, basic network connectivity and audio‑visual conferencing solutions. This role requires strong hands‑on troubleshooting skills and a customer‑focused approach to support. You will act as the primary on‑site and regional remote contact for onboarding and lifecycle activities (joiners, movers and leavers), including device provisioning, stock management and other local operational tasks. Working closely with the wider IT Operations team, you will help ensure consistent service delivery and drive continual improvement. While the role is primarily focused on regional (EMEA) onboarding, on‑site deskside support—ensuring issues are resolved promptly, users are kept informed, and tickets are accurately logged and progressed—you will also provide remote support to Fastmarkets’ global user base where required, supporting over 800 colleagues worldwide. Principal Accountabilities On‑site deskside support (L2): Provide in‑person support for incidents and service requests, troubleshooting Windows and macOS devices, Microsoft 365 applications, user profiles, peripherals and local connectivity issues. Resolve issues where possible and escalate appropriately with clear diagnostics and supporting evidence. Customer experience & communication: Deliver a professional, face‑to‑face support experience. Set clear expectations, provide timely updates, and ensure users understand resolutions and any required next steps. Device provisioning & lifecycle (Joiners / Movers / Leavers): Prepare, build and deploy laptops in line with defined standards and processes. Coordinate user setup, perform device swaps and repairs, manage leaver collections, and ensure secure wiping and return of equipment in accordance with policy. Proactively collaborate with IT Operations to resolve potential issues. Printers, peripherals & end‑user hardware: Support office printers (paper and toner issues, driver setup, queue problems, basic fault isolation and vendor logging), as well as docks, monitors, keyboards, mice, headsets and other peripherals, ensuring equipment is configured and operating correctly. Meeting rooms & audio‑visual support: Provide support for meeting‑room technology including Teams Meeting Rooms, displays, microphones, speakers, cameras and presentation systems. Conduct morning and pre‑meeting checks, troubleshoot live issues, and coordinate repairs and improvements with vendors and Facilities. On‑site infrastructure & operational tasks: Under the direction of the Networking subject matter expert (SME ) carry out basic network troubleshooting (patching and cabling, port checks, Wi‑Fi connectivity), manage courier handling for IT equipment, and maintain on‑site stock levels including receiving, auditing, asset tagging, secure storage and disposal. Ticket management, prioritisation & escalation: Log, categorise and progress tickets within the service management tool in line with SLAs. Prioritise work based on impact and urgency, maintain accurate records, and escalate to L3 teams or third parties with clear troubleshooting steps and evidence. Documentation, security & continuous improvement: Maintain support documentation & adhere to standard build procedures and knowledge articles set by the domain SME. Identify recurring issues and recommend improvements to processes, tooling and user guidance. Follow security policies for device handling, access, data protection and asset management, raising security concerns promptly. qualifications We recruit talented, dynamic people with diverse backgrounds and experiences, all united by a belief in our mission to provide the world’s leading and most trusted price reporting, events, and intelligence service for the markets we serve. We’re proud to be an equal opportunities employer and are committed to creating a fully inclusive workplace, where everyone feels able to participate and contribute meaningfully. If you are open-minded, curious, resilient, solutions-oriented and committed to promoting equality, then read on. KNOWLEDGE, EXPERIENCE AND SKILLS We are looking for an individual who is highly motivated, driven, and have a passion to be part of a fast-paced, successful team. Being a strong team player is also important as well as someone who is happy to work flexibly. Proven experience in a Level 2 deskside / onsite support role within a corporate environment, providing face-to-face support and owning issues through to resolution. · Knowledge of Microsoft Windows enabling troubleshooting for device configuration, drivers, user profiles and common end-user issues; familiarity with Intune/Endpoint Manager, Entra ID (Azure AD) and basic Group Policy concepts is desirable. Experience supporting Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint, Office apps) and common identity/authentication issues (MFA, password resets, account lockouts) within agreed processes. Experience with end-user hardware break/fix and peripherals (laptops, docks, monitors, printers, headsets), including setup, fault isolation and liaison with third-party vendors where required for repair/replacement and shipping. Working knowledge of meeting-room AV and video conferencing setups (displays, cameras, microphones, speakerphones, room PCs/panels) and ability to troubleshoot common issues during live meetings. Basic networking knowledge (TCP/IP concepts, Wi-Fi troubleshooting, DNS basics) and practical experience with network patching/cabling and desk moves. Comfortable working within an ITSM tool (Jira Service Management), following ITIL-aligned processes for Incident, Request and Problem Management, and working to SLA/KPI targets. Experience with asset and stock management (receiving, audits, allocations, returns), laptop provisioning, and coordinating couriers/shipments while maintaining accurate records. Excellent customer service skills with the ability to communicate clearly in person and in writing, translate technical issues into user-friendly language, and work calmly under pressure. Strong security awareness and understanding of good practices for endpoint security, data protection, safe handling of devices and confidential information. Able to work independently and collaboratively, manage competing priorities on-site, and contribute to continuous improvement of support processes and user experience. KEY INTERFACES All colleagues / end users Client Services & Customer Success IT Service Desk / IT Operations colleagues Head of IT Operations Facilities Management Information Security Third-party vendors HR / People team Senior Business stakeholders If you're excited about the role but your experience, skills or qualifications don't perfectly align, we encourage you to apply anyway. additionalInformation Our Values Fastmarkets people come from all different walks of life. It’s this mix of brilliant personalities, experiences and insights that gives us that warm, open, and friendly culture you can feel as soon as you meet us. But however wonderfully different we all are, there are six things we all have in common – and they form our Fastmarkets values. Created by our own employees to reflect some of the personal traits that Fastmarkets people have, our values are key to what makes our culture unique. They reflect who each of us are and they're embedded in everything we do. Our values are: METRICS DRIVEN. We use insights to improve our customers’ experience and our business performance ACCOUNTABLE. We are accountable to ourselves and those we work with: we keep our promises and get things done GROWTH MINDSET. This value enables us to be nimble to the changing realities and operate with a sense of urgency INCLUSIVE. We are inclusive and respectful, celebrating each of us and giving everyone a deep sense of belonging with the desire to bring their best self to work every day. CUSTOMER CENTRIC. We are customer-centric in all that we do COLLABORATIVE. We are collaborative, able to work across teams and capitalise on the diversity of intellect, perspectives, and experiences. We are committed to ensuring all candidates feel welcomed and supported. Should your application advance and you require accommodations for the interview process, please inform us so we can make the necessary arrangements. You’ve read a little about us – now it’s over to you! If you like what you’ve read so far and think you can see yourself as a Fastmarkets person, it’s time to fill in your application form. This form is an important part of the selection process: it’s used to determine whether or not you’ll be chosen to have an interview and acts as a basis for the questions we’ll ask you on the day. It’s vital that you try to capture all the relevant information we have asked for on the form so we can get a good feel for who you are and why you’re great.