Service Desk Engineer

We are Qualco Group, a leading fintech organisation with over 25 years of experience delivering innovative technology solutions to banks and financial institutions. Serving clients in over 30 countries, we leverage advanced technologies, such as AI and analytics, to develop proprietary software and platforms that accelerate digital transformation and generate lasting value for businesses, society, and the broader economy.

A Day in the Life of a Service Desk Engineer at Qualco will include:

Single Point of Contact & Ticket Management:

• First-Line End-User Support: Acting as the primary, high-touch single point of contact for end-users across the entire group via phone calls, email, and self-service ticketing portal;
• Ticket Triage, Incident Resolution & Escalation: Accurately logging, classifying, prioritizing, and managing the end-to-end lifecycle of Incidents and Service Requests in alignment with ITIL frameworks, while delivering first-line investigation, diagnosis, and resolution of end-user technical issues and seamlessly escalating complex cases to Tier 2 support group.

Identity, Access & User Lifecycle Management:

• Executing Onboarding, Offboarding and employee changes workflows, including account creation & modification, access provisioning, deprovisioning, and basic IT induction for new hires;
• Managing identity administration (Microsoft Entra ID), credential/MFA resets, and licensing allocation.

Workstation Provisioning & Asset Lifecycle Management:

• Handling laptop staging, workspace setups, hardware provisioning, and office infrastructure relocations;
• Managing hardware and software assets in the Asset Management tool.

Multi-Platform Support & Endpoint Diagnostics:

• Diagnosing and troubleshooting software and hardware issues across Windows, macOS, iOS, Android, and Microsoft 365 / Office applications;
• Managing endpoints, mobile devices, and devices enrollment via Microsoft Intune (UEM).

Security Operations & Compliance:

• Enhancing IT security by investigating file/e-mail release requests and analyzing sign-in logs triggered by Microsoft Defender alerts;
• Ensuring all activities are carried out in full compliance with regulatory requirements, while supporting the continued implementation of the Group Anti-Bribery and Corruption Policy.

Collaboration, Network & Telephony Operations:

• Overseeing corporate meeting room AV equipment, video conferencing readiness, daily health checks, and basic Tier-1 network connectivity support (Wi-Fi, Ethernet, VPN);
• Administering Exchange Online (shared mailboxes, mail flow), telephony/call center extensions management, and corporate printing infrastructure.

Requirements

• 1-3 years of solid experience in an IT Service Desk / Technical Support role, ideally within a structured corporate or enterprise environment;
• Proven track record of operating within ITIL-aligned processes;
• BSc/Diploma in Computer Science, Information Technology, or a related field.

Technical Expertise:

• Basic Knowledge in Microsoft 365 ecosystem administration, including Microsoft Entra ID, Exchange Admin Center, and Microsoft Intune (UEM / Mobile Device Enrollment);
• Hands-on experience with cross-platform OS administration (Windows 11, macOS) and mobile operating systems (iOS, Android);
• Good foundational knowledge of Networking concepts (TCP/IP, DHCP, DNS, Wi-Fi, VPN client troubleshooting);
• Experience with print management systems (e.g., YSoft SafeQ or similar) and IP telephony / VoIP management (desirable skill, not required);
• Familiarity with hardware/software IT Asset Management (ITAM) tools, equipment staging processes, and meeting room equipment support (desirable skill, not required).

Soft Skills & Mindset:

• Strong corporate mindset with an understanding of operational compliance, SLAs, and effective cross-departmental collaboration;
• Strong problem-solving abilities combined with excellent analytical and troubleshooting skills, utilizing a logical and methodical approach to root-cause analysis;
• Exceptional interpersonal and communication skills (both written and verbal) in Greek and English, with the ability to explain complex technical issues to non-technical users;
• High stress tolerance, ability to prioritize tasks under pressure, and a strong commitment to ownership and teamwork.

Benefits

Your Life @ Qualco Group

As a #Qmember, you will live out every day in a truly human-centred culture, based on mutual respect, trust, and cooperation. Your performance and commitment to our shared goals will be recognised, and there will be great opportunities to ensure your career growth.

Find out more about #LifeatQualco qualco.group/life_at_qualco_group

Your benefits

Join the #Qteam and enjoy:

Competitive compensation, ticket restaurant card, and annual bonus programs

Cutting-edge IT equipment, mobile, and data plan

Modern facilities, free coffee and beverages, and indoor parking

Private health insurance, onsite occupational doctor, and workplace counselor

Flexible working model, hybrid/remote benefits & home equipment benefits

Onsite gym, wellness facilities, and ping pong room

Career and talent development tools

Mentoring, coaching, personalized annual learning and development plan

Employee referral bonus, regular wellbeing, ESG, and volunteering activities

At Qualco Group, we value diversity and inclusivity. Your race, gender identity and expression, age ethnicity or disability make no difference in Qualco. We want to attract, develop, promote, and retain the best people based only on their ability and behavior.

Application Note: All CVs and application materials should be submitted in English to be considered for this position.

Disclaimer: Qualco Group collects and processes personal data in accordance with the EU General Data Protection Regulation (GDPR). We are bound to use the information provided within your job application for recruitment purposes only and not to share these with any third parties. For more details on the processing of your personal data during the Recruitment procedure, please be informed in the Recruitment Notice-Qualco Group, before the submission of your application.