Job description

Service Desk Specialist (2nd Shift)

2pm - 10pm

Athens, Greece (Remote)

We are looking for a bright, motivated, and detail-oriented Service Desk Specialist who can provide technical support to a demanding and diverse range of customers from different industries.

Ideal candidates will demonstrate a strong technical acumen, are solution oriented, understand the critical importance of good documentation, and take a team-oriented approach to supporting users and a variety of technologies. Experience in the M365 stack is essential as well as other 3rd party vendor software applications. You must have a rudimentary understanding of Active Directory administration. As well as past experience routing or managing tickets from a ticketing system.

We are looking for an experienced and savvy IT person who can comfortably handle multi-tasking in a fast-paced environment with minimal supervision. Excellent troubleshooting, communication and documentation skills a must. Exceptional customer service skills necessary.

Requirements:

Minimum 3+ years experience in a desktop/help desk support role or related work
Service Desk or Support Center experience
Bachelor’s degree in computer science or related field from an accredited 4-year university
Microsoft Desktop Operating Systems - Windows 10, Windows 11
Experience with all Microsoft Office Products including the M365 stack
Experience with RMM tools such as Kaseya
Experience performing administration of Microsoft 365 / Office 365 tenants
Understand Microsoft 365 SaaS solutions (Sharepoint Online, Exchange Online, MS Teams, etc.)
Comfortable liaising with stakeholders from all levels, client-facing and internally
Driven to learn, grow into a bigger role and take on more responsibilities
Exhibit strong motivation, self-direction, commitment, sense of service and integrity

Responsibilities:

Resolution of end user issues
Provide guidance and IT planning for clients
Update tickets with accurate and timely information following specified protocol for ticket maintenance
Ability to create accurate documentation of all activities a must
Proactive technical support services through the use of automation
Involvement in strategic planning of clients’ use of IT
Troubleshoot user and system problems over the phone with remote control technologies
The ability to manage, maintain, troubleshoot and support our client's equipment, software and services

Desirable:

Virtualization Technologies
Backup Management Experience
Microsoft Certifications
Mac OSX/MACOS/IOS Experience
Awareness of Cisco IOS
MS Teams and Sharepoint End User Support
Experience having worked with law firms and LOB apps like iManage, Worldox, etc.
Current Cisco networking or security certifications
VMware vSphere certifications (VCP is a plus)
Experience with Barracuda Products
Project experience with large scale laptop deployments, M365 migrations, software upgrades and virtualization/consolidation a plus

We offer the opportunity to work with a friendly team, grow in this role and develop upon the current skills you already have. You will be working with team members located in the US and GR and supporting MSP customers throughout the US and around the globe!

EMPIST is a full-service technology firm, 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. We are a 24-year old company with locations in the heart of the Loop in Downtown Chicago near all major transportation, Downtown Elmhurst on York Road, and European HQ in Athens, Greece. We have been named to the Inc 500/5000 list for 9 out of the last 10 years which recognizes the fastest-growing, privately-held businesses across the nation. We were also chosen as one of the 501 most influential MSPs in the world (currently #74th in 2023) joining the MSP Mentor 501 list for 10 straight years.

Required profile