THE ROLE
CloudOn is seeking a dedicated IT Help Desk Technician to join our efficient and dynamic technical support team in Athens. In this role, you will serve as the primary point of contact for internal and external users, providing immediate technical assistance for hardware, software, and network-related issues. You will work in a collaborative environment where problem-solving and customer service excellence are top priorities.
RESPONSIBILITIES
- Deliver first-level (L1) technical support via phone, email, and ticketing system comments for Windows and Linux issues
- Create, monitor, and resolve technical support tickets within the ticketing system while maintaining KPI and SLA compliance
- Diagnose and troubleshoot network connectivity problems using TCP/IP, DNS, and DHCP fundamentals
- Install, configure, and troubleshoot software applications across Windows and Linux environments
- Manage user accounts, access permissions, and password reset requests in accordance with company policies
- Provide technical guidance to end-users in a clear and understandable manner, regardless of technical background
- Document solutions and create internal knowledge base articles for organizational use and continuous improvement
- Escalate complex issues to second and third-level support teams with comprehensive documentation
REQUIREMENTS
- Minimum 2 years of proven experience in IT Help Desk or technical support roles
- Strong technical knowledge of Windows environments (Win10, Win11, Windows Server) and Linux distributions (Ubuntu, CentOS, or equivalent)
- Solid understanding of networking fundamentals including TCP/IP, DNS, DHCP, firewall concepts, and network troubleshooting
- At least 1 year of hands-on experience with ticketing systems such as Jira Service Desk, Zendesk, ServiceNow, or similar platforms
- Fluent English language proficiency (B2 level or higher) - mandatory for communication with international teams
- Excellent communication and interpersonal skills with ability to explain technical concepts to non-technical audiences
- CompTIA A+, CCENT, or equivalent certification (preferred but not mandatory)
- Ability to work effectively under pressure and manage multiple concurrent support requests
WHAT WE OFFER
- Competitive salary package with annual performance-based review and potential for increase
- Clear professional development pathway with access to industry certifications (CompTIA, Cisco, Linux Academy, Microsoft Learn)
- Flexible working hours with hybrid work arrangements (2 days per week from home)
- Comprehensive health insurance package including medical, dental, and mental health coverage
- Modern work environment in central Athens with access to cutting-edge technology tools and learning resources
- Dynamic and multicultural team with flat hierarchies and accessible management for career growth opportunities
