IT Support Engineer
ROLE OVERVIEW
The IT Support Engineer will provide L1-L2 technical support to a global workforce, owning SLA-driven ticket queues and delivering outstanding customer service across multiple channels. We’re looking for someone flexible, engaged, and responsive who embraces change and helps refine continuously evolving support workflows.
MAIN DUTIES
- Manage the service desk in Zendesk: triage, troubleshoot, and resolve L1-L2 tickets within agreed SLAs.
- Maintain high CSAT, provide clear updates, and escalate appropriately.
- Leverage automation and AI features (e.g., Zendesk AI, macros) to accelerate triage and response.
- Deliver desktop support for Windows 10/11 and macOS, including software deployment, updates, encryption (BitLocker/FileVault), and peripheral troubleshooting.
- Provision and manage endpoints via Windows Autopilot and Microsoft Intune/Endpoint Manager.
- Manage macOS with Jamf or Mosyle.
- Oversee full device lifecycle-procurement, replacements/RMAs, secure wipe/disposal-and maintain accurate asset records in Workday.
- Administer identity and collaboration platforms: Microsoft 365, Entra ID (Azure AD), Exchange Online, Teams, SharePoint, and OneDrive.
- Support SSO and SaaS applications (roles, groups, permissions).
- Manage mobile devices (iOS/iPadOS/Android) using Intune, Jamf, and Mosyle, including enrollment, compliance, and configuration profiles.
- Troubleshoot basic networking and remote access (DHCP, DNS, NAT, Wi-Fi, VPN) and coordinate with network engineers/ISPs as needed.
- Follow security and privacy standards and assist with security incident response and phishing triage, documenting root cause and corrective actions.
- Create and maintain internal runbooks and user-facing knowledge base articles, keeping configuration and asset documentation current.
- Collaborate effectively with a remote, cross-time-zone IT team.
- Communicate proactively with stakeholders on incident status, changes, and requests.
REQUIREMENTS
Education Level
Bachelor’s degree in Computer Science, Information Systems, or equivalent experience. Relevant IT certifications are an advantage.
Experience
- At least three years of hands-on experience in IT support roles in a corporate environment.
- Extensive hands-on support experience with Windows and macOS.
- Proven administration of Microsoft 365, Entra ID (Azure AD), and Intune/Microsoft Endpoint Manager, including Windows Autopilot provisioning.
- Mobile device management expertise with Intune, Jamf, or Mosyle.
- Proficiency in PowerShell scripting and automation; experience with Power Apps and Logic Apps strongly preferred.
- Solid understanding of networking fundamentals (DHCP, DNS, VPN, NAT) and related troubleshooting.
- Familiarity with major cloud/SaaS platforms (e.g., Okta, Citrix ShareFile, Zendesk) is a plus.
KEY COMPETENCIES
- Fluency in English is required.
- Fluency in Greek is strongly preferred.
- Exceptional customer service skills.
- Clear written and verbal communication.
- Strong stakeholder management.
- Open to adopting new tools and workflows in a fast-evolving IT environment.
- Systematic, analytical approach to troubleshooting and problem-solving.
- Excellent organization, prioritization, and time management.
- Ability to balance on-site and remote user needs.
- Ability to work both independently and within a distributed team.
WORK ARRANGEMENT
- Thessaloniki-based role, primarily on-site with potential hybrid flexibility.
- Must be legally authorized to work in Greece at the time of application.