IT Support Engineer

About the role

The will own the end-to-end user experience for L1-L2 technical support, ensuring strict adherence to service level agreements across a global enterprise. In this role, you will act as the primary point of contact for resolving desktop, network, and identity issues, directly contributing to high customer satisfaction metrics. You will leverage advanced automation and AI capabilities within Zendesk to streamline triage, reduce resolution times, and enhance ticket quality. A core part of this position involves managing the full lifecycle of digital endpoints, from initial provisioning through retirement, while maintaining accurate and secure asset records. You will administer critical identity and collaboration suites, ensuring seamless access to Microsoft 365, Azure AD, and communication platforms. The role requires proactive engagement with security protocols, including incident response and phishing triage, always documenting root causes and corrective actions meticulously. You will partner closely with remote and cross-functional teams to refine evolving support processes and workflows. Finally, you will create and maintain internal runbooks and user-facing knowledge base articles to empower both colleagues and end-users with self-service solutions.

Key facts

What you'll do

• Manage the service desk in Zendesk by triaging, troubleshooting, and resolving L1-L2 tickets within strict SLAs.
• Maintain exceptional CSAT scores through clear, proactive communication and appropriate escalation of complex issues.
• Leverage automation and AI features such as Zendesk AI and macros to accelerate ticket triage and standardize responses.
• Deliver comprehensive desktop support for Windows 10/11 and macOS, handling software deployment, system updates, encryption via BitLocker/FileVault, and peripheral device troubleshooting.
• Provision and manage endpoints efficiently using Windows Autopilot and Microsoft Intune/Endpoint Manager for configuration and compliance.
• Manage macOS devices with Jamf or Mosyle, handling configuration, updates, and user support.
• Oversee the complete device lifecycle, including procurement, replacements, RMAs, secure wipe, and disposal, while maintaining precise asset records in Workday.
• Administer identity and collaboration platforms, including Microsoft 35, Entra ID (Azure AD), Exchange Online, Microsoft Teams, SharePoint, and OneDrive.
• Support single sign-on (SSO) and manage role-based access for SaaS applications, ensuring correct permissions for groups and users.
• Manage mobile devices running iOS/iPadOS and Android through Intune, Jamf, and Mosyle, handling enrollment, compliance policies, and configuration profiles.
• Troubleshoot fundamental networking and remote access technologies such as DHCP, DNS, NAT, Wi-Fi, and VPN, coordinating with network engineers and ISPs as required.
• Adhere rigorously to security and privacy standards, assisting in security incident response and phishing triage with thorough documentation.
• Create and maintain internal runbooks and user-facing knowledge base articles, ensuring configuration and asset documentation remains current and accurate.
• Collaborate effectively with a distributed, remote IT team across multiple time zones to ensure continuity and support.
• Communicate proactively and clearly with all stakeholders regarding incident status, planned changes, and service requests.

Requirements

• Hold a Bachelor's degree in Computer Science, Information Systems, or a related field, with equivalent practical experience accepted.
• Possess relevant IT certifications that demonstrate a foundational understanding of modern IT practices and technologies.
• Bring at least three years of hands-on experience in corporate IT support roles within a professional environment.
• Show extensive, hands-on proficiency in supporting both Windows and macOS operating systems in a enterprise setting.
• Demonstrate proven administration skills for Microsoft 365, Entra ID (Azure AD), and Intune/Microsoft Endpoint Manager, including complex Windows Autopilot deployments.
• Exhibit mobile device management expertise utilizing Intune, Jamf, or Mosyle for configuration, compliance, and security.
• Display proficiency in PowerShell scripting and automation to streamline repetitive tasks and improve efficiency.
• Maintain a solid understanding of core networking fundamentals, including DHCP, DNS, VPN protocols, and network address translation.
• Have familiarity with major cloud and SaaS platforms such as Okta, Citrix ShareFile, and Zendesk to facilitate integration and support.
• Hold fluency in English, which is a strict requirement for effective communication and documentation.
• Possess fluency in Greek, which is strongly preferred for supporting local and regional stakeholders.
• Exhibit exceptional customer service skills with a demonstrated commitment to resolving issues promptly and professionally.
• Communicate clearly and effectively in both written and verbal formats to diverse audiences.
• Show strong stakeholder management abilities to build trust and align with business objectives.
• Remain open to adopting new tools, technologies, and workflows in a fast-paced, evolving IT environment.
• Apply a systematic and analytical approach to troubleshooting complex technical issues.
• Demonstrate excellent organization, prioritization, and time management skills to handle multiple tickets and projects.
• Balance on-site presence with remote support to meet the needs of a distributed workforce.
• Work both independently with minimal supervision and collaboratively within a team structure.

Practical notes

The role is based in Thessaloniki, Greece, and is primarily on-site with potential for hybrid flexibility. Employment requires legal authorization to work in Greece at the time of application.