Technical Support Engineer

EMPIST is a full-service IT company, providing businesses with the technology they need to succeed. Each day we strive to create a teamwork-led environment that fosters the success of not just our clients and our business but of our employees, too.

*Technical Support Engineer*
Department: NOC (Network Operations Center)

Athens, Greece
Monday & Friday - Remote

Tuesday - Thursday - Office

We are expanding our Network Operations Center and seeking a Technical Support Engineer to join our growing team in Athens, Greece

Summary
The Technical Support Engineer provides enterprise-level support to EMPIST clients across diverse IT environments. This role involves responding to client issues, diagnosing complex technical problems, and ensuring timely, effective solutions- all while maintaining an exceptional level of customer service, communication, and professionalism. Support is delivered via phone, email, remote sessions, and other communication channels. The successful candidate will serve as a technical resource and trusted advisor to end users, ensuring systems operate efficiently and securely.

Responsibilities

• Provide enterprise-level technical support to users, ensuring prompt resolution of incidents and service requests.
• Take ownership of client-reported issues and drive them through to closure.
• Research, diagnose, and troubleshoot user and system problems involving hardware, software, and network components.
• Assist end users with issues related to desktops, laptops, printers, mobile devices, email, and connectivity.
• Manage support tickets accurately within SLAs, prioritizing based on business impact and customer urgency.
• Deliver clear, professional communication throughout issue resolution- including follow-ups, updates, and closure confirmation.
• Guide users through troubleshooting steps and provide technical education when appropriate.
• Create, update, and maintain documentation in the internal knowledge base to improve future response efficiency.
• Collaborate with cross-functional teams (Service Desk, Infrastructure, Account Managers) to resolve more complex issues.
• Monitor client infrastructure using tools such as PRTG and Kaseya- add, remove, and adjust monitoring sensors and thresholds.
• Troubleshoot and resolve issues involving:
• Windows Servers, hosts, and virtual environments.
• Network devices (firewalls, switches, VPNs, ISPs)
• Disk space, performance, and operating system-level issues
• ISP or hardware outages- escalate and coordinate with vendors or service providers as needed
• Manage patching and updates for Windows OS, hardware, and line-of-business applications.
• Perform proactive maintenance to prevent future incidents and ensure high system availability.
• Assist with user onboarding/offboarding (e.g., account creation, access permissions, MFA configuration).
• Support after-hours monitoring and escalation rotation, providing reliable assistance during US timeframes.

Qualifications & Experience

• Education: Bachelor's degree in Information Technology, Computer Science, or related field.
• Experience: Minimum five (5) years of experience providing technical or user support in enterprise or MSP environments.
• Technical Skills:
• Skilled in Windows desktop and Microsoft 365 application troubleshooting (Outlook, OneDrive, Teams, SharePoint).
• Experienced with device setup, imaging, and configuration via Intune or similar tools.
• Supports endpoint protection, MFA setup, user permissions, and account lifecycle.
• Provides assistance with collaboration and productivity tools (Zoom, Adobe, etc.).
• Proficient in troubleshooting file access, printing, and cloud app issues.
• Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPNs, firewalls).
• Other Skills:
• Excellent analytical and troubleshooting abilities
• Strong written and verbal communication and documentation skills
• Exceptional customer service and client relationship focus
• Ability to prioritize and multitask effectively in a fast-paced, team-oriented environment
• Self-driven and adaptable to dynamic support demands

*Schedule*

• Standard Shifts: 09:00-17:00 EEST or 11:00-19:00 EEST
• Rotational remote weekend/on-call shifts required.

Benefits
At EMPIST, we believe in supporting our employees' growth and well-being.

We Offer

• Competitive salary
• Private Health insurance
• Opportunities for professional development
• A collaborative and innovative work environment
• Catered lunch
• Complimentary beverages

EMPIST is a 25-year-old global company with US locations in the heart of the Loop in Downtown Chicago near all major transportation, Downtown Elmhurst on York Road and an office in Phoenix, AZ. We also have our European HQ in Athens, Greece. We have been named to the Inc 500/5000 list for 8 out of the last 9 years which recognizes the fastest-growing, privately held businesses across the nation. We've also been chosen as one of the 501 most influential MSPs in the world (#73 in 2024) recognized on the Channel Futures 501 list for 10 straight years.