IT Support Engineer

EUROPEAN DYNAMICS; United States; Remote; USD 52,000 - 72,000; Full time

Job summary

EUROPEAN DYNAMICS Group is seeking a Junior IT Support Engineer fluent in English to work remotely, collaborating with a major client's IT team on site for the initial assignment. You will handle service desk calls, manage incident workflows, and contribute to documentation and SOPs.

The role requires a university IT degree with at least 2 years of IT experience, strong ServiceNow and Jira skills, and excellent English communication.

Qualifications

• University degree in IT or relevant discipline with min 2 years IT experience.
• Experience in First Level IT Support and Service Desk environments.
• Strong English communication skills.

Responsibilities

• Handle Service Desk calls and incident resolution workflows.
• Create and manage tickets in ServiceNow; automate workflows.
• Report activities and document resolutions; produce SOPs.

Skills

Service Desk

Incident management

ITSM

End-user support

Documentation

SOPs

Networking basics

Troubleshooting

UAT/QA desirable

English fluency

Education

University degree in IT

Tools

ServiceNow

Jira

Job description

We currently have a vacancy for an Junior IT Support Engineer fluent in English, to offer his/her services as an expert remotely. In the context of the first assignment, the successful candidate will be integrated in the team of the company that will closely cooperate with a major client’s IT team on site.

• Handle Service Desk calls, manage incident resolution workflows, and support end users effectively;
• Create, manage and automate tickets within ServiceNow, with a solid understanding of workflows and automation opportunities;
• Automate existing workflows including automating ticket creation and management in ServiceNow while improving the quality of service delivery;
• Reporting activities;
• Handle incoming calls using ServiceNow and task management;
• Create relevant documentation as well as user manuals.
• University degree in IT or relevant discipline, combined with minimum 2 years of relevant working experience in IT;
• Excellent experience with Service Now, opening tickets, forwarding as well as resolving them;
• Experience providing First Level IT Support in a Service Desk or Help Desk environment;
• Experience using IT Service Management (ITSM) and ticketing platforms such as ServiceNow and Jira;
• Experience with troubleshooting for end-user issues involving operating systems, applications, hardware, and connectivity;
• Experience working with or following Standard Operating Procedures (SOPs) and creating or maintaining technical documentation;
• Good understanding of incident, request, and problem management processes.
• Good knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, VPN, and general connectivity troubleshooting;
• Ability to accurately document issues, resolutions, and troubleshooting steps, creating SOPs.
• Exposure to software testing, User Acceptance Testing (UAT), or Quality Assurance (QA) activities is highly desirable;
• Excellent command of the English language.

We offer a competitive remuneration (either on contract basis or remuneration with full benefits package), based on qualifications and experience. All applications will be treated as confidential.

EUROPEAN DYNAMICS (www.eurodyn.com) is a leading European Software, Information and Communication Technologies company, operating internationally (Athens, Brussels, Luxembourg, Copenhagen, Berlin, Stockholm, London, Nicosia, Valetta, Vienna, Den Haag, Hong Kong, etc.) The company employs over 1000 engineers, IT experts and consultants (around 3% PhD, 36% MSc and 53% BSc). We design and develop software applications using integrated, state-of-the-art technology. Our current IT projects have a value exceeding 300 million EURO. EUROPEAN DYNAMICS is a renowned supplier of IT services to European Union Institutions, international organizations, European Agencies and national government Administrations in 40 countries and 4 continents.

As part of our dedication to the diversity of our workforce, we are committed to Equal Employment Opportunity without regard for race, color, age, national origin, ethnicity, gender, disability, sexual orientation, gender identity or religion.

EUROPEAN DYNAMICS (ED) adheres to the General Data Protection Regulation principles by applying its Privacy Policy as published in www.eurodyn.com/privacy. By submitting an application to this position and by sharing your personal data with ED, you acknowledge and accept its Policy and authorise ED to process your personal data for the purposes of the company's recruitment opportunities, in line to the Policy.