Job Description

International Airport of Heraklion, Crete S.A. is currently looking for a:

ICT Help Desk Support Engineer

Role 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.