Support Engineer

• **WHAT YOU WILL BE DOING **
• - Become a HarborLab product expert
• - Be the first point of contact of customers/partners using the platform for their daily operations and address their queries via all our communication channels (telephone, email, live chat)
• - Develop deep understanding of key clients’ workflows that aid in resolving highly sophisticated issues
• - Manage escalations and customer expectations on high priority issues in a timely manner to provide the best possible resolution
• - Collaborate across different functional teams that deliver appropriate and prompt solutions to clients and address customers’ concerns proactively and efficiently
• - Implement KYC screening on several registered partner’s entities within the system reassuring compliance in the involved transactional parties
• - Be able to work night shifts to effectively address Customer’s inquiries and provide relevant solutions in a prompt and efficient manner

Customer Support Agent – Technical Ops

• Provide 1st and 2nd level technical support to internal users.
• Install, configure and troubleshoot Windows desktops, laptops, mobile devices and peripheral equipment.
• Manage Microsoft 365 users, licenses, mailboxes and groups.
• Administer Active Directory and Microsoft Entra ID user accounts, permissions and security groups.
• Prepare and deploy new devices (Windows installation, imaging, software deployment and configuration).
• Troubleshoot hardware, software, VPN, Wi-Fi, printer and network connectivity issues.
• Support Microsoft 365 applications including Outlook, Teams, OneDrive and SharePoint.
• Monitor, prioritize and resolve incidents and service requests through the IT ticketing system.
• Maintain IT asset inventory and lifecycle management of company equipment.
• Assist with IT procurement and onboarding/offboarding processes.
• Support endpoint management and device configuration through Microsoft Intune.
• Assist in the administration and monitoring of the company's on-premises and cloud infrastructure.
• Support endpoint security solutions and ensure compliance with IT security policies.
• Create and maintain technical documentation and internal IT procedures.
• Collaborate with Infrastructure, Network and Cybersecurity teams on internal IT projects.

Internal IT Support Engineer

• Deliver expert technical support and troubleshooting to customers in German.
• Use your communication and problem-solving skills to handle inquiries with empathy and efficiency.
• Follow clear procedures while adapting to each unique case.
• Work within an international team of professionals in a dynamic, inclusive environment.

German-Speaking Technical Support Specialist

• Υποστήριξη πελατών μέσω εισερχόμενων κλήσεων
• Πρώτη διάγνωση και επίλυση τεχνικών ζητημάτων
• Παροχή τεχνικών και λειτουργικών λύσεων σε προϊόντα και υπηρεσίες
• Καταγραφή και διαχείριση αιτημάτων σε συστήματα CRM
• Ενεργοποίηση και υποστήριξη υπηρεσιών

Technical Support Agent, 1st Level

• Provide first and second-level support to end-users for hardware, software, and cloud-based services.
• Troubleshoot and resolve incidents related to Windows and MacOS environments, Office 365 applications, and other enterprise software.
• Support IT Operations Team.
• Respond to and resolve helpdesk tickets within established SLAs.
• Manage and maintain user accounts, groups, and roles within Entra ID (Azure AD).
• Assist with single sign-on (SSO) configurations and troubleshoot authentication issues.
• Implement and enforce security policies, such as multi-factor authentication (MFA) and conditional access.
• Administer and support Office 365 services, including Exchange Online, SharePoint, OneDrive, Teams, and other related applications.
• Troubleshoot Office 365 connectivity and synchronization issues.
• Manage and deploy devices using Microsoft Intune.
• Provide basic network troubleshooting, including LAN/WAN connectivity and wireless access points.
• Set up, maintain, and troubleshoot conference room equipment, including video conferencing systems, projectors, and other AV equipment.
• Monitor and respond to security alerts and assist in the investigation of potential security incidents.
• Maintain accurate and up-to-date documentation of IT processes, procedures, and configurations.
• Provide training and support to end-users to improve their IT literacy and reduce recurring issues.

IT Support Engineer

• Deliver expert technical support and troubleshooting to customers in Italian
• Use your communication and problem-solving skills to handle inquiries with empathy and efficiency
• Follow clear procedures while adapting to each unique case
• Work in shifts between 09:00–21:00, Monday to Sunday
• Collaborate with an international team of professionals in a dynamic, inclusive environment

Italian-Speaking Technical Support Specialist

• Deliver expert technical support and troubleshooting to customers in Spanish
• Use your communication and problem-solving skills to handle inquiries with empathy and efficiency
• Follow clear procedures while adapting to each unique case
• Work in shifts between 09:00–21:00, Monday to Sunday
• Collaborate with an international team of professionals in a dynamic, inclusive environment

Technical Support Specialist, Spanish-Speaking

• As a Technical Support Engineer, you will be part of a very competent team responsible for monitoring the entire Upstream infrastructure (hardware, software, applications, etc.) that is utilized for the execution of the company’s revenue-generating projects while ensuring total Production stability without any problems on a 24h/7 basis (3-shifts on rotation).
• You will be responsible for quickly detecting, resolving, and/or escalating any issues that affect the normal operation of our Production Infrastructure.
• You will provide support to internal users, by executing operational tasks, producing reports, and troubleshooting, as well as external users, by handling customer requests.
• Finally, you will be part of the ongoing process of automating tasks and procedures which will improve how we work to keep up with all the new and cutting-edge technologies and rising needs.

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