IT Support & Monitoring Operator

Employers from Greece; United States; Hybrid; USD 51,000 - 73,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Sword Services Greece S.A. is expanding its ITSM team in Athens to support a European public-sector project. The role covers L1/L2 user support, monitoring and incident response in a 24/7 hybrid setup.

You will log, diagnose, resolve standard incidents, provision users, reset passwords, and escalate complex issues to on-call teams while maintaining knowledge bases and ensuring smooth handovers between shifts.

Qualifications

• Degree in Information Technology, Computer Science, Engineering or related field.
• 5+ years in IT Service Desk / L1/L2 support.
• Strong incident management and operational support knowledge.
• Experience with ITSM and ticketing tools (e.g., Jira, Confluence, ServiceNow).
• Familiarity with monitoring tools and dashboards.
• Experience with Grafana, Dynatrace, Elastic or similar.
• Excellent command of English (written and spoken).
• MS Office proficiency.

Responsibilities

• Act as single point of contact for users, logging and tracking incidents via ITSM.
• Perform first and second level diagnostics and troubleshooting.
• Resolve standard incidents and fulfill requests (e.g., password resets, access rights).
• Escalate unresolved issues to technical teams and communicate progress to users.
• Continuously monitor systems, services and infrastructure and proactively detect events.
• Acknowledge incidents within agreed service levels and handover between shifts.
• Identify and elevate P1 and critical incidents to on-call teams.
• Maintain accurate incident information and knowledge articles.

Skills

IT Service Desk

Incident management

English proficiency

Problem solving

Education

Degree in IT/CS/Engineering

Tools

Jira

Confluence

ServiceNow

Grafana

Dynatrace

Elastic

Job description

at Sword Services Greece S.A.

Sword Services Greece is an IT Services and Software Solutions provider, delivering innovative solutions to European public sector Organizations and leading private companies. As our portfolio continues to expand, we are growing our ITSM team in Athens, with professionals who want to contribute to large-scale digital transformation initiatives. We are currently looking for an IT Support & Monitoring Operator to join a European public-sector project, supporting users, monitoring systems and responding to incidents across a business-critical IT environment.

The role combines L1/L2 user support, IT service management, continuous monitoring and critical incident response, working closely with technical and incident management teams. The position operates on a 24/7 rotational shift basis within a hybrid work model.

What you will do…

• Act as the single point of contact for users and stakeholders, logging, prioritising and tracking incidents and service requests through the ITSM platform
• Perform first and second level diagnostics and troubleshooting
• Resolve standard incidents and fulfil pre-approved requests, including user provisioning, password resets and access rights
• Escalate unresolved issues to the appropriate technical teams and keep users informed of progress
• Continuously monitor systems, services and infrastructure and proactively detect and qualify events
• Acknowledge and register incidents within agreed service levels
• Identify and elevate P1 and critical incidents to on-call technical and incident management teams
• Capture accurate incident information, including symptoms, timelines and affected components
• Support 24/7 service coverage and ensure accurate handover of open incidents between shifts
• Maintain knowledge articles, workarounds and standard operating procedures and identify recurring incidents

Technical Skills required…

• Degree in Information Technology, Computer Science, Engineering or another relevant field
• 5+ years of experience in IT Service Desk / L1 or L2 support
• Excellent understanding of incident management and operational support processes
• Familiarity with ITSM and ticketing tools such as Jira, Confluence, ServiceNow or similar
• Familiarity with monitoring and event management tools, alerting and dashboards
• Experience with monitoring tools such as Grafana, Dynatrace, Elastic or similar
• Ability to interpret application logs, basic database structures and web application architectures
• Basic knowledge of command-line diagnostic tools and browser developer consoles
• Excellent command of English, both written and verbal
• Good knowledge of Microsoft Office tools

Experience in the following will be considered as an asset:

• Experience in business-critical or 24/7 IT operations environments
• Experience handling P1 / critical incidents and working with on-call technical teams
• Experience with remote desktop support and enterprise monitoring environments
• Experience working with ITSM processes and knowledge management

Behavioral Attributes…

• Strong analytical and problem-solving mindset.
• Ability to translate business needs into effective technical solutions.
• Strong communication and collaboration skills.
• Ability to work both independently and as part of international Agile teams.
• Strong sense of ownership, accountability, and attention to detail.
• Proactive attitude with a continuous learning mindset.

Our Culture…

At Sword, our values define how we behave towards our colleagues and clients, and those are Respect and Collaboration. We believe we achieve more together! Get a taste of our daily life on our page.

At Sword, we are dedicated to fostering a diverse and inclusive workplace, and we ensure that all applicants receive fair and equal consideration for employment, regardless of whether they meet every requirement. Discrimination based on sex, racial or ethnic origin, religion or belief, disability, age, sexual orientation or marital status, physical or mental disability, or any other factor protected by applicable laws and regulations is prohibited. As part of our culture, we respect human rights and focus on creating a positive workplace, where all employees are valued, and where diversity and inclusion are a vital part of our everyday working experience. If you don't tick all the boxes but feel you have some of the relevant skills and experience we're looking for, please do consider applying and highlight your transferable skills and experience. If we can do anything to help make the hiring process more accessible, please let our talent acquisition team know when you apply so we can support any adjustments.