IT Support Engineer Level 2

# One Group | One Power

ELPEDISON is the first independent energy utility in Greece, and a leader in providing outstanding and innovative energy solutions. We operate with enthusiasm in what we do and we pride ourselves of offering our employees a place where they can excel, creating value. We are offering now a set of exciting positions in our headquarters in Athens, to incite our new digital transformation program. If you are skilled in data management, data science, advanced analytics, technology project management, or related fields, this can be a big opportunity for YOUR career.

ELPEDISON, with its two privately-owned power plants in Thisvi (Voiotia) and Thessaloniki, with a total installed capacity of 820 MW, uses natural gas as fuel and ensures a clean and continuous electricity flow, based on a highly environmentally-friendly power generation process.

We are currently looking for an IT Support Engineer Level 2 who will serve as an advanced technical resource, providing in-depth troubleshooting and support for complex IT issues across hardware, software, network, and telephony systems. This role acts as an escalation point for Level 1 support, ensuring timely resolution of advanced technical problems. Additionally, the role contributes to IT Projects (assisting with IT solutions that enhance business operations and end-user experience.) and the IT Service Management (ITSM) tool support (optimizing workflows, automation, and reporting for IT service efficiency). Responsibilities include system administration, root cause analysis, process improvements, and guiding junior support staff. The L2 Engineer also contributes to deploying technical solutions, optimizing IT operations, and ensuring compliance with security policies and best practices. Strong analytical skills, technical expertise, and a proactive approach to problem-solving are essential in this role.

What will you do:

• Technical Guidance & Escalation Support: Act as an escalation point for complex Level 1 support cases, resolving technical issues that require advanced troubleshooting. Diagnose and resolve hardware, software, networking, and security-related incidents with minimal supervision by your manager. Provide guidance and knowledge transfer to Level 1 support staff, enhancing overall team efficiency and skill development.
• Advanced Troubleshooting & Problem Resolution: Perform in-depth diagnostics on operating systems, enterprise applications, networks, and server-related issues. Conduct problem root cause analysis (RCA) to prevent recurring technical incidents. Work closely with cross-functional teams (networking, security, and infrastructure) to resolve system-wide issues. Utilize remote management tools to provide offsite troubleshooting and assistance.
• System Administration & Infrastructure Support: Assist with end-user service/server administration, including Active Directory (AD), Azure Entra ID, IdP/IAM configuration, Group Policy, and Domain management. Manage user access, security policies, and permissions across enterprise applications. Provides hands-on support for networking components, when required. Oversee patch management, security updates, and compliance adherence for end-users and end-points.
• IT Project Contribution: Support IT-led digital transformation initiatives and change management activities, including automations, cloud adoption, and system integrations. Assist in the deployment and testing of new digital tools, software, and productivity solutions to improve business operations. Participate in proof-of-concept (PoC) testing for emerging technologies and digital initiatives.
• ITSM Tool Support & Workflow Optimization: Maintain the IT Service Management (ITSM) tool, enhancing ticketing workflows and automations. Work on customizations, configurations, and reporting features within ITSM platforms. Collaborate with IT leadership to further support incident, problem, change, and asset management processes. Help implement self-service solutions, chatbots, and automation tools to enhance user support.
• IT Documentation & Process Improvement: Create and maintains detailed technical documentation, WIs & SOPs, and Knowledge Base articles. Assist in implementing ITSM best practices and ITIL-aligned processes to enhance IT operations. Review and improves troubleshooting procedures for faster issue resolution.
• Configuration, Deployment & Maintenance: Supports IT infrastructure deployments, including software rollouts, OS imaging, and hardware refresh cycles. Install, configure, and maintains enterprise tools and applications, ensuring compatibility and security compliance. Manage and optimize endpoints (including endpoint configurations), automation scripts, and monitoring tools.
• Security & Compliance Enforcement: Enforce the implementation of IT security policies, ensuring adherence to data protection, access control, and compliance standards. Identify and mitigates security risks related to user account identities, RBAC, endpoint devices, applications, and network configurations. Assist in security audits, vulnerability assessments, and incident response activities for end-users and end-points.

What you need to be successful:

• Have a Bachelor's degree in Computer Science, Information Technology, System Administration or a closely related field or equivalent experience required.
• 3+ years of previous working experience as an IT Support Engineer Level 1.
• 1+ years of previous working experience as an IT Support Engineer Level 2.
• Completed desirable courses in areas as: Microsoft Certified (M365 and/or Azure Fundamentals and above),CompTIA Certified (A+ and/or Network+ and above),Cisco Certified (CCT and/or CCNA or ITIL 4 Foundation (or other ITSM equivalent).
• Be familiar with Windows 10/11, Windows Server 2016/2019/2022, PowerShell scripting, Microsoft 365 & Azure cloud platforms administration, Microsoft Teams, SharePoint, OneDrive, & Exchange Online administration.
• Be experienced in Active Directory/Entra ID management (including IdP & IAM configurations), Atlassian Jira, ServiceNow, or similar ITSM platforms.
• SCCM and/or Intune for software deployment & endpoint management (MDM).
• Remote desktop tools (RDP) and Remote Monitoring & Management Software (RMM.
• Endpoint Protection (EDR), SIEM tools, and security best practices.
• Understanding of networking components and technologies (Wi-Fi troubleshooting, TCP/IP, DNS, DHCP, VLAN, VPN, Firewalls, Cisco/Meraki or other enterprise network devices).
• Have exceptional problem-solving and analytical abilities.
• Be able to work independently and in collaboration with multiple teams.
• Have strong documentation, communication, and knowledge-sharing capabilities.

Our offer to you:

• Competitive salary
• Performance-based variable pay
• Ticket restaurant card
• Transportation reimbursement
• Private Health Insurance coverage
• Pension Scheme
• Home electricity and natural gas discount
• Continuous learning & upskilling opportunities and access to our premium online training platform
• One extra day of paid time off
• Reimbursement for your athletic activities
• Unlimited fruits and snacks at the office

Elpedison S.A. will keep your personal information for a period of 2 years from the submission date, after which we will delete your personal data. Elpedison S.A. has the right to transfer your personal information to third parties to whom it has assigned services, which require the collection and processing of such personal data for candidate evaluation in the process of personnel selection.

For more information regarding the processing of your personal information and exercising your rights, please read the Notice to Candidate Employees.