Technical Support Agent - Tier 2

Location: Limassol   Key Responsibilities: Provide Tier-2 level technical support for escalated incidents and service requests Independently troubleshoot and resolv...

Location: Λεμεσός

Key Responsibilities:

• Provide Tier-2 level technical support for escalated incidents and service requests
• Independently troubleshoot and resolve complex technical issues across networking, systems, and infrastructure environments
• Configure, manage, and troubleshoot managed network switches, including HP Aruba and Cisco
• Handle Windows Server environments, including Active Directory Domain Services, DNS, and Group Policy management
• Administer and troubleshoot Linux systems (basic to intermediate level)
• Configure and manage firewall policies, including access rules, NAT, and security policies
• Perform advanced Windows OS troubleshooting, including performance, services, patching, and user-related issues
• Work with ITIL-based ticketing tools such as Zendesk and Zoho to manage incidents, changes, and service requests
• Ensure proper documentation of issues, solutions, configurations, and troubleshooting procedures
• Coordinate with Tier-1, Tier-3, and other internal teams for issue resolution and root cause analysis
• Take ownership of critical incidents and drive issues through to full resolution
• Support remote vessel environments and troubleshoot connectivity issues over satellite and WAN links when required
• Maintain system uptime, security, and compliance with organizational standards

Required Skills & Expertise:

• Strong hands-on experience with networking fundamentals (TCP/IP, VLANs, routing, switching)
• Practical experience configuring and troubleshooting HP Aruba and Cisco managed switches
• Solid understanding of Windows Server environments, including Active Directory, DNS, and Group Policies
• Working knowledge of Linux OS administration (command line, services, basic system management)
• Experience configuring and troubleshooting firewall policies, NAT, and security rules
• Proficiency with ITSM / ticketing platforms such as Zendesk and Zoho, following ITIL processes
• Strong troubleshooting skills for Windows desktop and server operating systems.
• Ability to analyse logs, identify root causes, and implement long-term solutions
• Ability to manage multiple incidents and priorities in a high-pressure support environment

Preferred Qualifications & Skills:

• ITIL Foundation certification
• Networking certifications such as CCNA
• Experience working in 24×7 enterprise or MSP support environments
• Maritime IT support experience is considered a strong advantage
• Good technical documentation and communication skills
• BSc.IT / BE-IT / Graduate degree
• Windows PowerShell knowledge