senior end user support engineer

We are seeking a Senior End User Support Engineer to join our team.

A Senior End User Support Engineer will provide technical support to end users, resolving various issues related to hardware and software. The engineer will interact with cross-functional teams to understand support requirements, perform ad-hoc root cause analyses, and define methods for issue resolution and prevention.

Responsibilities also include overseeing Digital Workplace Services, such as endpoint devices (e.g., computers, printers, and conference room equipment), software, and Office IT Infrastructure. Additionally, the engineer will ensure proper performance of Local Area and Wireless networks, manage switch room maintenance, and maintain IT infrastructure connectivity.

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Responsibilities

• Support colleagues locally and remotely regarding IT cases globally

• Handle network operations, general user support, workstation stand-ups, and troubleshooting tasks

• Prepare documents and follow up on IT processes within the company

• Communicate with vendors and engineers from other departments

• Solve problems based on well-defined processes and checklists

Requirements

• 5+ years of relevant experience as a Support Engineer

• Deep knowledge of computer hardware, operating systems, and networking, with a complete understanding of IT infrastructure systems and security tools, as well as an understanding of related end-user needs

• Good understanding of specialized IT areas, including IT infrastructure in the context of critical processes for an IT company, cloud storage and server technologies, and communication systems

• Basic knowledge of networking (TCP/IP, DNS, and DHCP server configuration)

• Basic knowledge of Microsoft Windows management (Active Directory, Windows Update Services, Azure, and third-party antivirus services) and advanced-level expertise in administering Microsoft Windows-based computers

• Basic knowledge of macOS; experience in supporting Linux OS is an advantage

• Ability to understand, follow, and enhance ITSM processes; and to read, understand, and create technical and engineering documentation

• A user-friendly attitude, with a willingness to help employees resolve their daily IT infrastructure issues

• Ability to provide remote support with strong communication skills and a problem-solving mindset

• Willingness to learn new technologies and respond quickly to new challenges

• Intermediate or higher proficiency in English

We offer

• For your comfortable work:

  • Remote and hybrid work opportunities

  • Option to work from our centrally located office in Athens

  • Corporate laptop provided

  • Option to work on your own device

  • Private health insurance

  • Meal vouchers / restaurant tickets

  • My Benefit card (264€/year)

  • Monthly public transportation card

• For your growth:

  • Global and diverse client portfolio, large-scale projects, and trendy technologies

  • Diverse multicultural, multi-functional, and multilingual work environment

  • Opportunity to contribute to internal and open-source products

  • Outstanding career development opportunities with a transparent career path and a roadmap to accelerate your journey

  • Possibility to create a Personal Development Plan from the first day in the company

  • Numerous opportunities for self-development: hard & soft skills internal training courses, mentoring programs, and unlimited access to LinkedIn Learning courses, external e-Libraries

  • Certification opportunities

  • Knowledge-sharing with colleagues from EPAM's global tech and non-technical communities

  • Language courses