IT Support Engineer

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Job Responsibilities:

Title: IT Support Engineer
Location: Thessaloniki Greece
Employment: Full-time on-site with potential hybrid flexibility
Reports to: Head of IT

Role summary
Provide L1L2 technical support to a global user base with a focus on SLA-driven ticket management excellent customer service employee onboarding/offboarding and endpoint lifecycle management. Flexible engaged and responsive in the adoption of continuously evolving support workflows.

Key responsibilities

• Service desk and SLAs

  • Provide professional IT support via Zendesk; triage troubleshoot and resolve tickets within agreed SLAs.

  • Manage and prioritize the support ticket queue using an SLA-driven approach ensuring that highest to lowest priority tickets are responded to and resolved within agreed service levels.

  • Maintain high CSAT provide clear ticket communication and timely escalations.

  • Identify opportunities for improvement and adopt automation and AI (such as Zendesk AI features AI support assistants) to improve and accelerate the support workflow (for example to aide in triage and draft responses).

• Team Development

• • Flexible and engaged in the adoption new tools and workflows including AI-assisted support tools as part of a continuously evolving IT environment.

• Endpoints and operating systems

  • Deliver in-depth desktop support for Windows and macOS.

  • Provision and manage devices using AutoPilot Intune/Endpoint Manager and Jamf/Mosyle.

  • Manage full laptop lifecycle: purchasing replacements warranty returns secure wipe/disposal and accurate asset tracking (Workday).

• Identity collaboration and SaaS

  • Administer Microsoft 365 Entra ID (Azure AD) and Exchange Online; support Teams SharePoint OneDrive.

  • Support and manage onboarding/offboarding access provisioning MFA conditional access and least-privilege practices.

  • Support additional cloud platforms such as Citrix ShareFile Okta and Zendesk.

• Mobile Device Management (MDM) through Microsoft Intune Jamf and Mosyle.

• Network and remote access

  • Troubleshoot basic networking (DHCP DNS VPN NAT WiFi) and coordinate with network engineers/ISPs as needed.

• Security compliance and continuity

  • Follow security and privacy standards (e.g. ISO 27001 GDPR) and participate in security incident response and phishing triage.

• Document and maintain internal and user-facing knowledge base articles.

• Collaboration

  • Work effectively with a remote IT team across time zones; communicate proactively with stakeholders.

Education

• Bachelors degree in Computer Science Information Systems or equivalent experience.

• Relevant certifications are an advantage.

Experience

• 3 years of hands-on IT support in a corporate environment.

• Strong experience with Windows and macOS support.

• Proven administration of Microsoft 365 Entra ID (Azure AD) Intune/Endpoint Manager and device provisioning (AutoPilot).

• Mobile device management with Intune Jamf or Mosyle.

• Scripting/automation with PowerShell; experience with Power Apps/Logic Apps is highly desirable.

• Networking fundamentals (DHCP DNS VPN NAT) and troubleshooting.

• Experience with major cloud/SaaS platforms (e.g. Okta Citrix ShareFile Zendesk) is a plus.

Key competencies

• Excellent customer service communication and stakeholder management.

• Comfortable adopting new tools and workflows including AI-assisted support tools as part of a continuously evolving IT environment.

• Methodical troubleshooting and problem-solving.

• Strong organization prioritization and time management; able to balance local and remote user needs.

• Ability to work independently and as part of a distributed team; proactive and accountable.

Languages

• Fluent English required; Greek and English strongly preferred.

Work conditions

• On-site in Thessaloniki with potential hybrid flexibility.

• Must have current authorization to work in Greece.

Nice to have

• Certifications: Microsoft (MD-102/SC-900) Jamf 200/300 CompTIA A/Network/Security ITIL Foundation Apple ACSP.

Additional Job Details: