Service Desk Specialist (2nd Shift)

EMPIST is a full-service IT company, providing businesses with the technology they need to succeed. Each day we strive to create a teamwork-led environment that fosters the success of not just our clients and our business but of our employees, too. Service Desk Specialist (Evening Shift) 4pm - 12am EEST Athens, Greece (Remote) We are looking for a bright, motivated, and detail-oriented Service Desk Specialist who can provide technical support to a demanding and diverse range of customers from different industries. Ideal candidates will demonstrate a strong technical acumen, are solution oriented, understand the critical importance of good documentation, and take a team-oriented approach to supporting users and a variety of technologies. Experience in the M365 stack is essential as well as other 3rd party vendor software applications. You must have a rudimentary understanding of Active Directory administration. As well as past experience routing or managing tickets from a ticketing system. We are looking for an experienced and savvy IT person who can comfortably handle multi-tasking in a fast-paced environment with minimal supervision. Excellent troubleshooting, communication and documentation skills a must. Exceptional customer service skills necessary. Requirements

• Minimum 3+ years experience in a desktop/help desk support role or related work
• Service Desk or Support Center experience
• Bachelor’s degree in computer science or related field from an accredited 4-year university
• Microsoft Desktop Operating Systems - Windows 10, Windows 11
• Experience with all Microsoft Office Products including the M365 stack
• Experience with RMM tools such as Kaseya
• Experience performing administration of Microsoft 365 / Office 365 tenants
• Understand Microsoft 365 SaaS solutions (Sharepoint Online, Exchange Online, MS Teams, etc.)
• Comfortable liaising with stakeholders from all levels, client-facing and internally
• Driven to learn, grow into a bigger role and take on more responsibilities
• Exhibit strong motivation, self-direction, commitment, sense of service and integrity

Responsibilities

• Resolution of end user issues
• Provide guidance and IT planning for clients
• Update tickets with accurate and timely information following specified protocol for ticket maintenance
• Ability to create accurate documentation of all activities a must
• Proactive technical support services through the use of automation
• Involvement in strategic planning of clients’ use of IT
• Troubleshoot user and system problems over the phone with remote control technologies
• The ability to manage, maintain, troubleshoot and support our client's equipment, software and services

Desirable

• Virtualization Technologies
• Backup Management Experience
• Microsoft Certifications
• Mac OSX/MACOS/IOS Experience
• Awareness of Cisco IOS
• MS Teams and Sharepoint End User Support
• Experience having worked with law firms and LOB apps like iManage, Worldox, etc.
• Current Cisco networking or security certifications
• VMware vSphere certifications (VCP is a plus)
• Experience with Barracuda Products
• Project experience with large scale laptop deployments, M365 migrations, software upgrades and virtualization/consolidation a plus

We offer the opportunity to work with a friendly team, grow in this role and develop upon the current skills you already have. You will be working with team members located in the US and GR and supporting MSP customers throughout the US and around the globe! EMPIST is a 25-year-old global company with US locations in the heart of the Loop in Downtown Chicago near all major transportation, Downtown Elmhurst on York Road and an office in Phoenix, AZ. We also have our European HQ in Athens, Greece. We have been named to the Inc 500/5000 list for 8 out of the last 9 years which recognizes the fastest-growing, privately held businesses across the nation. We've also been chosen as one of the 501 most influential MSPs in the world (#73 in 2024) recognized on the Channel Futures 501 list for 10 straight years.