Support engineer - Digital Workplace (Athens)

As a Support Engineer within Cegeka Digital Employee eXperience, you will work daily to ensure the optimal availability of IT workplace infrastructure for a number of challenging customer IT environments. You make sure users can work seamlessly by resolving incidents quickly and professionally, and by preventing disruptions. You will operate in a dynamic environment where continuous improvement of yourself, your colleagues, and IT services is key.  In this position, you are the go-to person for second-line incidents within the IT Modern work platforms or functional disruptions of applications. With your critical mindset and strong analytical skills, you diagnose problems quickly. You communicate clearly with users and application or system administrators, ensuring minimal interruption to operations.  You also proactively contribute to improving our customers’ IT environment. You identify bottlenecks, propose improvements, and stay up to date with developments on the Workplace domain (e.g. OS Windows, Intune, M365, Azure Virtual Desktop ...). You keep our customers’ workplace environments up to date and compliant by patching and performing changes that will enhance their security even more. You document all activities thoroughly, ensure proper handover, and safeguard continuity and quality. Together with your international team of enthusiastic colleagues, you deliver professional and customer-focused services. #LI-EV1

• What you will do:
• Provide second-line support for incidents, disruptions, and functional questions. 
• Analyze problems based on user input and your own investigation and resolve them efficiently. Actively contribute ideas for improving customers’ IT environments. 
• Install and configure infrastructure changes based on technical designs, compliancy and innovation.
• Ensure all actions are documented in the appropriate tools.
• Participate in on-call or standby shifts to guarantee service levels.
• Continuously develop your technical knowledge in the fast-changing IT market. 

• A relevant vocational or bachelor’s degree (e.g., IT management, IT infrastructure). 
• Industry-standard certifications such as ITIL & Microsoft, specifically MD-102.
• Minimum of two years of experience in IT support, workplace management, or infrastructure management.
• Experience with ITSM and monitoring tools.
• Excellent command of English. Dutch or French are plus.
• Flexibility to occasionally work evening or weekend shifts. 
• Communication with a customer-centric approach. Analytical thinking and connecting the dots. 
• Problem-solving and taking initiative. Teamwork and creating team spirit.
• Working independently and in a structured way.
• Reliability, discipline, and ownership. Delivering quality and persevering when needed. 
• Experience or familiarity with the following technologies is a strong plus:
• Operating Systems: Windows 11, MacOS, iOS, Android 
• Microsoft Ecosystem: M365, Exchange, SharePoint, OneDrive, Teams (including Teams Calling and Meeting Room Console)
• Endpoint & Security: Intune, Defender (AV), Always On VPN, Global Secure Access
• Virtualization & Remote Access: Citrix Virtual Apps & Desktops, Citrix XenServer, Microsoft Azure Virtual Desktop, FSLogix
• Management & Monitoring: Intune, ControlUp, Nexthink, Ivanti Environment Manager, Patch My PC
• Other Tools: Nerdio, Liquit Workspace