Soundmouse - Service Desk Technician II EMEA - Bulgaria

Soundmouse is the global standard for music cue sheet management and reporting, trusted by 25,000+ broadcast and music professionals worldwide, including the BBC, Channel 4, ITV, NBC, the NFL, RTL, Sky, Sony, Universal Pictures, and Warner Bros. Discovery.

Our proprietary, industry-leading audio recognition technology identifies every music cue in broadcast content and submits compliant cue sheets to 40+ collecting societies globally, cutting admin time by 83%. We've been doing this since 2001.

In June 2026, BMI, the world's leading performance rights organisation, acquired Soundmouse from Orfium. We operate independently as part of the BMI family, at an inflection point: established infrastructure, new backing, and a clear next chapter with global reach to build.

About the Role
Provides intermediate-level support for hardware, software, and mobile device issues. Works directly with end users, both in-person and remotely. Resolves intermediate and advanced issues or dispatches them to the appropriate specialized team.

Key Responsibilities and Functions

Identify and initiate resolutions to intermediate client device issues and concerns associated with office automation equipment, including physical workstations, Windows/Mac desktops and laptops, Windows virtual workstations, and mobile devices (smartphones/tablets).
Support workstation peripherals including displays, input devices, local printers, and enterprise multi-function printers (including resolving paper jams and toner replacement).
Engage service providers as needed for additional equipment maintenance.
Plan and coordinate the building, delivery, installation, and implementation of client workstation hardware and software per department standards and procedures.
Maintain software and hardware to provide manual upgrades as necessary and ensure appropriate security levels are maintained.
Uphold enterprise policy guidelines and recommend new or improved guidelines to ensure better service to users.
Maintain current technical expertise in rapidly changing microcomputer technologies.
Maintain a positive and professional working relationship with all enterprise departments.
Support core corporate values and cultivate a culture of diversity and inclusion.

Qualifications and Requirements

Bachelor's Degree in computer science, business administration, or a related field is preferred.
Four years of experience providing hardware/software technical support in a corporate environment.
Four years of experience supporting client workstation hardware.
Four years of experience supporting enterprise-level multi-function printers.
Four years of experience supporting Windows OS in a corporate environment.
One year of experience supporting macOS in a corporate environment.

Skills

Proficiency in installing and supporting various types of PC software, hardware, and peripherals.
Familiarity with network topology and the ability to discern networking issues during troubleshooting.
Strong communication skills (written, verbal, and comprehension) and strong customer service skills.

Desirable

Market Passion: A genuine interest in the intersection of music, broadcast media, and technology.
Basic Data Querying: A+, MCDST, MCP, MCSE.

Working with us

At Soundmouse (BMI), we embrace a hybrid working model, with 1–2 days per week in the office and the remaining days working remotely, offering the flexibility to achieve a healthy work-life balance.

We provide 25 days of annual paid leave, complemented by our "Work from Anywhere policy", allowing employees to work remotely from another location for up to 30 days per year, as well as additional Wellbeing Days to support personal health and recharge.

Our comprehensive benefits package also includes:

Pluxee meal vouchers;
ReBenefit allowance, providing a monthly budget that employees can use for a wide range of lifestyle and wellbeing benefits;
Supplementary private health insurance, with the option to extend coverage to family members;
A supportive, collaborative, and people-first culture where employee wellbeing is a priority.