We’re seeking a skilled Network Engineer (L1) to be responsible for the initial receipt, classification, and basic troubleshooting of customer incidents and service requests, focusing on network, cloud, and system infrastructure. The ISC operates on a 24x7 shift rotation to ensure continuous service availability for customers.

📌 Location: Athens (North Suburbs)

📍 Working Model: Hybrid

🕗Working Hours: Shifts - 24x7x365

Reporting to: ISC Manager

🕵‍♀️  What we are looking for:

Technical Diploma or degree in IT, Computer Science, or a related field (or equivalent experience).  

Preferred Certifications (Not Mandatory but Advantageous):

·       CompTIA A+,

·       Microsoft Azure Fundamentals (AZ-900)

·       Juniper JNCIA-Junos

·       Fortinet NSE 3 or/and NSE4

·       CompTIA Network+ or CCNA

·       Microsoft Azure Fundamentals (AZ-900)

🎯 Main Responsibilities

• Act as the initial point of contact for customers, receiving incidents, service requests, and inquiries via ticketing system, phone, or email.

• Perform initial triage, classification, and prioritization of incoming tickets in accordance with Service Level Agreements (SLAs) and escalation processes.

• Monitor network infrastructure, firewalls, SD-WAN, and cloud services for performance and security issues.

• Identify and troubleshoot basic network issues, such as connectivity failures, latency, and packet loss.

• Escalate complex or unresolved issues to L2 / L3 teams following established procedures.

• Perform initial diagnostics using tools such as FortiManager, FortiAnalyzer, Zabbix, and Junos Space.

• Provide first-line support for customer inquiries related to network connectivity, VPN access, and firewall policies.

• Log all incidents, service requests, and troubleshooting steps accurately in the ticketing system.

• Follow Standard Operating Procedures (SOPs) for troubleshooting, monitoring, and escalation.

💻 Specific Technical Skills:

• Relevant experience in IT support / helpdesk roles will be considered a strong plus

• Basic understanding of networking principles (TCP/IP, routing, switching).

• Familiarity with one or more of the following technologies: Fortinet SD-WAN or FortiGate platforms, Juniper Networks devices.

• Strong problem-solving skills and ability to follow troubleshooting guides.

• Excellent communication skills (written and verbal) in [Language Requirement, e.g., English].

• Ability to work under pressure in a fast-paced, 24x7 operational environment.

• Willingness to work on a rotating shift schedule, including nights, weekends, and public holidays.

What you will gain:

• 🏋️‍️Friendly and dynamic working environment

• 🏫 Formal training and Professional Qualifications fully funded

• ✔️ Competitive compensation package

• ⚕️ Private Health Insurance

• ⚖️Work-Life Balance initiatives

• 🏃🏽‍Corporate Teams (e.g. Running, Volunteering)

• 👥 A Buddy who will support you with your onboarding