Help Desk & Application Support – Space Operations (ESA)

Etinars; Napoli; Ibrido; EUR 50.000 - 70.000; Tempo pieno

Descrizione del lavoro

A recruitment firm in Rome is looking for a Help Desk & Application Support Specialist to provide 1st and 2nd level support for a critical ESA application. Candidates should have good knowledge of ticketing systems and ITIL, alongside excellent troubleshooting skills. This role offers a hybrid work environment and requires fluency in English. Join a multicultural team contributing to the European space ecosystem.

Competenze

• 1–2 years of experience in help desk or application support roles.
• Technical certifications are a strong asset.
• Understanding of XML, SFTP, and Eclipse is a plus.

Mansioni

• Provide first-line technical support via phone, email, or ticketing system.
• Troubleshoot and resolve complex incidents and application issues.
• Escalate to 2nd / 3rd level support in line with SLAs.
• Maintain operational documentation and procedures.

Conoscenze

Ticketing systems knowledge

ITIL framework familiarity

Microsoft Office proficiency

Troubleshooting skills

Fluent English (B2)

Descrizione del lavoro

Overview

Etinars is a values-focused company with multi-year experience, specialised in the recruitment of professionals for niche markets – managing the full life cycle of specialist and executive-level hires.

At Etinars, we genuinely care about who you are and what you need.

We place great emphasis on fostering robust, enduring connections built upon trust and transparency.

Our approach ensures a swift journey, leading you hand in hand towards signing your next career step.

Role

Help Desk & Application Support – Space Operations (ESA)

Location: Rome (Hybrid work mode)

We are looking for a motivated and tech-savvy Help Desk & Application Support Specialist to provide 1st and 2nd level support for a critical ESA application supporting over 15,000 users across multiple missions.

You’ll be part of a dynamic and international team operating in a high-security, high-impact space environment, delivering support to Earth observation, satellite launches, and future space programs.

Your Tasks

• Provide first-line technical support via phone, email, or ticketing system
• Accurately log, categorize, and prioritize tickets
• Troubleshoot and resolve complex incidents and application issues
• Escalate to 2nd / 3rd level support in line with SLAs
• Handle application access, configurations, and routine updates
• Conduct application monitoring and alarm analysis
• Maintain and improve operational documentation and procedures
• Participate in testing, patching, and deployments
• Deliver clear and professional communication to ESA end users
• Work closely with internal teams and external vendors to resolve issues
• Apply ITIL best practices in incident, request, and change management
• Contribute to user training, documentation, and knowledge sharing

Your Skills and Experience

Technical Skills

• Good knowledge of ticketing systems (Remedy, ServiceNow, OTRS, KIX)
• Familiarity with the ITIL framework
• Comfortable with Microsoft Office, Outlook, and basic systems admin
• Understanding of XML, SFTP, and Eclipse is a plus
• Excellent troubleshooting skills, especially under pressure
• Technical certifications are a strong asset

Knowledge and Experience

• 1–2 years of experience in help desk or application support roles
• Preferred : English language certification

Personal Skills

• Fluent English (written and spoken – B2 minimum)
• Strong customer service, communication, and stress management skills
• Problem-solving mindset and practical attitude
• Capacity to multitask, prioritize, and work under pressure
• Ability to adapt and learn quickly in a structured environment

Extra Information

• Work location: Rome – easily accessible, hybrid mode (2 days on-site, 3 days remote)
• Work hours: Monday–Friday, shift-based coverage from 08:00 to 18:00
• Contract type: Permanent
• Start date: ASAP
• Support a critical ESA application with 7 functional modules, contributing to mission planning, non-conformance tracking, and satellite launch operations
• Join a collaborative, multicultural and international team and be part of the European space ecosystem

Please note that, due to the sensitive nature of the data involved, this position is currently available only to individuals who meet the following criteria :

• EU Citizens
• Non-EU Citizens already based in EU with a valid work permit

Once we receive your CV, we will take time to evaluate it carefully. Should there be a match for this or any other position at Etinars, we will be in touch with you. In case there is no match now don’t worry, we will make sure to keep your CV in consideration for future vacancies!

In Etinars we are committed to supporting Diversity and Inclusion Community. If you identify as part of it and you meet the minimum criteria for the job, you will be given the opportunity to demonstrate your abilities at an interview.