RCS Athens Support Engineer

About us

Wherever our customers are in the world, we help them digitalise and optimise their remote business processes using advanced hybrid network solutions and digital technologies.

Our teams work together across the globe, using constant innovation, expertise and applied technology to bring systems and people together with a future focus. We push boundaries. We combine unrivalled resources and expertise in field engineering with advanced digital technologies such as cyber security, IT, and cloud enablement.

Today, we employ 1500 people in over 30 countries, with customers in the maritime, energy, and humanitarian sectors. We believe in creating a culture where you can develop and thrive. Our commitment to excellence drives our success.

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Job

Greece, Piraeus

Greece, Piraeus – Full time – Apply before

General

The Support Engineer provides technical support for maritime communication systems on board vessels, acting as a trusted first point of contact for both the Marlink organization and our customers. This role is about more than technical skill — it's about teamwork, trust, and clear communication.

Main Goals

• Resolve tickets in line with customer SLAs and expectations.
• Act as the first point of contact for Marlink and its customers.
• Take an active and operational role in the daily Regional Customer Support (RCS) work.

Responsibilities & Authority

• Work in accordance with processes relevant to the position.
• Operate at the defined operational level within established procedures.

Main Tasks

• Provide end-user support over phone, email, and remote management/control channels.
• Participate in request-fulfilment activities where applicable.
• Be part of the RCS Athens team's shift rotation.
• Collaborate closely with other Maritime NOC functions and support teams.
• Document all incident management and request fulfilment work in the Marlink ticketing system.
• Handle all customer requests professionally, with the aim of resolving issues effectively and leaving the customer satisfied.
• Log and qualify all incoming requests in our ticketing system.
• Assist and advise customers on technical support, service usage, provisioning, and billing.
• Perform first-level diagnostics and apply standard solutions where possible.
• Forward non-standard issues to second-line specialists when required.
• Keep customers updated daily on the status of their requests.
• Process activations, deactivations, suspensions, and unsuspensions for the full range of Marlink products and services.

Preferred Knowledge

• B.Sc. in Engineering/Electronics/Information Management, or equivalent background/experience (e.g., military service).
• Good knowledge of operational procedures and operational level agreements.
• Experience in IT or telecommunications helpdesk/service environments.
• Good knowledge of telecommunication networks and IT terminology.
• Familiarity with VSAT, satellite communication systems, and TDMA networks is an advantage.
• Excellent customer relations and communication skills.
• Strong problem-solving abilities with a logical, creative approach.
• Fluent English, both spoken and written.
• Ability to work and communicate effectively with different teams.
• Initiative, curiosity, and autonomy.

Preferred Skillset

• Able to work well under pressure and in close cooperation with colleagues.
• Dedicated, positive, and loyal.
• A genuine team player who values trust and mutual respect.
• Detail-oriented, reliable, and consistent.
• Willing to actively share knowledge within the organization.
• Customer-oriented in both thought and action.
• Flexible to take on tasks outside the core role when needed.
• Well-organized, accurate, and able to set priorities.
• Committed to personal development and helping colleagues grow.
• Keeps agreements and delivers on commitments.

A note from us:

While technical knowledge and degrees set a solid foundation, they're not the only thing we value. We are looking for people we can trust, work with closely, and communicate with easily — people who can fit into a team and contribute to a positive, cooperative environment. If you have the skills, attitude, and mindset for the role, don't hesitate to reach out — even if your path here hasn't been a traditional one.