Technical Support Engineer

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.

Department: Network Operations Center (NOC)

Location: Onsite - Athens, Greece

Schedule: Monday–Friday

Summary

We are looking for a vigilant and detail-oriented Technical Support Engineer to join our growing team in Athens! In this role, you will be the primary guardian of our clients' infrastructure. While your roots may be in technical support, your daily focus will shift toward the backbone of the IT environment: monitoring network health, managing server performance, and ensuring maximum uptime. You'll act as the "eye in the sky" for EMPIST clients, proactively identifying issues before they impact the end-user experience while also supporting end-users when needed.

Responsibilities

• Proactive Monitoring: Continuous oversight of client infrastructure using RMM and network monitoring tools; responsible for configuring, adding, and tuning monitoring sensors and thresholds.
• Server & Virtualization Management: Diagnose and resolve complex issues involving Windows Servers, hosts, and virtual environments (focusing on disk space, resource performance, and OS-level stability).
• Network Maintenance: Troubleshoot and maintain critical network devices, including firewalls, switches, VPNs, and ISP connectivity.
• Patch Management: Oversee and execute patching cycles for Windows OS, hardware firmware, and essential line-of-business applications to ensure security compliance.
• System Availability: Perform proactive maintenance tasks to prevent recurring incidents and optimize system reliability across diverse IT environments.
• Technical Support: Provide enterprise-level support for escalated incidents that require deeper technical insight.
• Identity & Access Management: Assist with user onboarding/offboarding, including account creation, MFA configuration, and permission auditing.
• Endpoint Support: Assist end-users with high-level issues related to desktops, laptops, and connectivity when infrastructure tasks allow.
• Documentation: Maintain and update the internal knowledge base with technical SOPs and network diagrams to improve future response efficiency.
• Collaboration: Work closely with the Security and Infrastructure teams to implement long-term technical improvements.

Education

• Bachelor's degree in Information Technology, Computer Science, or a related field.

Experience

• Minimum three (3) years of experience in a NOC environment, System Administration, or Technical support.

Core Technical Skills

• Infrastructure: Proficiency in Windows Server environments and virtualization.
• Networking: Solid understanding of TCP/IP, VLANs, VPNs, and firewall management.
• Monitoring Tools: Hands-on experience with PRTG, Kaseya, Nagios, or similar RMM/monitoring platforms.
• Microsoft Ecosystem: Skilled in M365 administration, including Entra ID (Azure AD) and Intune.
• Security: Experience managing endpoint protection, MFA protocols, and security patching.

Soft Skills

• Analytical Mindset: A "detective" approach to troubleshooting- finding the root cause, not just the symptom.
• Communication: Ability to translate complex technical status updates into clear, professional language for stakeholders.
• Composure: Ability to stay calm and methodical during critical system outages or high-pressure situations.

Schedule Details

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

Benefits

• Private health insurance.
• Professional development and certification support.
• Collaborative, growth-oriented work environment.
• Catered lunch and complimentary beverages.

EMPIST is a 26-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.