information-technology - fintech
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IT Service Desk Engineer

Nicosia Cyprus Full-Time - Non Remote Mid Level

An excellent role has arisen for a tech enthusiast with superb interpersonal skills to join the service desk and assist the Head of IT of an international payment tech company with offices in Nicosia.

Job Description

  • Provide first-line technical support (8x5), answering user queries relating to hardware and software problems
  • Resolve IT support issues, aiming to resolve as many issues as possible as the first point of contact
  • Give users confidence that their issue is understood and being dealt with promptly
  • Keep them informed of progress, driving issues through to resolution, offering mitigations where applicable
  • Escalate incidents with accurate documentation to service owners, when required
  • Analyze user problems or inquiries and follow through to resolution and ensure users are able to continue to work
  • Monitor the ITSM system queue for incidents & requests ensuring all issues raised are dealt with
  • Prioritize and manage several open issues at one time
  • Ensure all issues are accurately logged
  • Perform post-resolution follow-ups with colleagues, as required
  • Use remote tools and diagnostic utilities to aid in troubleshooting
  • Evaluate documented resolutions and analyze trends for ways to prevent recurring issues
  • Alert management and service owners to emerging trends in incidents
  • Process management such as new joiners, leavers, mobile distribution, laptop loans, etc.
  • Install, update, and troubleshoot Windows and macOS operating systems & software
  • Troubleshoot O365-related issues
  • Be aware of the technologies, ITIL processes, and procedures in use within the IT department

 Your Profile

  • Hands-on experience with Windows 10, Windows Server 2012/2019, and macOS operating systems
  • Hands-on experience in networking routing, and switching
  • Experience with Active Directory, understanding of the principles of DNS, DHCP, WDS, WSUS
  • Basic understanding of network principles (TCP/IP protocol family)
  • Good verbal and written English communication skills
  • Must have 3 years of experience in the relevant field
  • Bachelor's degree in Information Technology, Computer Sciences or relevant discipline desirable
  • Basic knowledge of Linux OS, experience with UNIX-like OS
  • Basic knowledge of ITIL, ITSM
  • Experience with antivirus software
  • Experience automating routine tasks (Python, PowerShell, etc)
  • Experience working with JIRA, Confluence
  • Responsibility, diligence, punctuality, accuracy, ability to listen and speak politely
  • Highly organized with attention to detail, know how to follow instructions, good multitasking skills
  • Do well and peer well with the team, while still being able to perform well individually


  • Provident fund
  • Medical cover
  • Annual discretionary bonus

HR Innovate is an equal opportunity Recruiting Agency and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, or disability status. We are committed to protecting your personal data.

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