International Airport of Heraklion, Crete S.A. is currently looking for a:
ICT Help Desk Support Engineer
Responsibilities
- Provides technical support to the organization’s internal users of computer applications and hardware (e.g PCs, Printers, Scanners, Interactive Displays, IP Phones etc).
- Answers questions regarding system procedures, systems status, and downtime procedures.
- Collaborates with ICT, Network and Systems team to restore issues and support service delivery.
- Maintains a troubleshooting tracking log, ensuring timely resolution of problems.
- Provides first-level technical support to end-users via phone, e-mail, or ticketing system.
- Diagnoses and resolves hardware, software, network, and peripheral issues.
- Reviews, updates and provides status feedback on all open incidents, ensuring all actions are documented in the Incident Response software.
- Escalates unresolved issues to appropriate internal teams or vendors.
- Assists Users with system access, passwords resets and application usage.
- Delivers clear and user-friendly instructions for resolving common IT problems.
- Maintains a high level of customer service and professionalism.
- Logs, tracks and manages incidents and troubleshooting activities by using ITSM tools to ensure timely resolution.
- Documents solutions and updates knowledge base articles.
- Keeps accurate records of IT assets and equipment.
- Assists in hardware deployment, relocation, and disposal processes.
- Communicates effectively clear instructions with users and providers, to support issue resolution.
- Identifies recurring issues and suggests improvements to processes or systems.
- Participates in training and development to stay current with technology trends.
- Supports internal and external ICT audits by maintaining accurate documentation and compliance with organizational policies.
Requirements
- IEK/Technical University Degree in Computer Science, or a related field
- ITIL v3 or v4 Foundation or a related discipline is considered an asset
- Minimum of 3 years of professional experience as IT Filed Engineer. An equivalent combination of education and related experience may also serve to meet their requirements
- Solid Experience in a helpdesk or technical support environment is considered an asset
- Excellent command of English, both written and verbal
Competencies
- Excellent communication, organizational, and problem-solving skills
- Strong team orientation and goal-driven mindset