Level 2 System and Support Engineer

Remote (based in Athens, Greece) | Full-time

About GTP Works

GTP Works is a team of computer scientists and engineers passionate about delivering excellence and enhancing the customer experience. We thrive on turning complex technology into clarity, confidence, and measurable business value. Our mission is to transform technology into trust.

The Role

As a Level 2 System and Support Engineer, you will handle escalated issues that could not be resolved by Level 1 support and work closely with the Service Desk and other technical teams to provide swift, high-quality technical resolutions.

This is a demanding and highly independent role focused on remote support. It requires strong technical knowledge across a broad range of technologies, excellent communication skills with customers, and the ability to manage and prioritize issues efficiently and proactively. Beyond resolving issues, you will be expected to design and propose effective solutions, ensuring long-term value for the client rather than temporary workarounds.

While this is a primarily remote position, candidates must be based in Athens, Greece, due to occasional on-site client visits. Professional fluency in both English and Greek is required to ensure effective communication with clients and colleagues.

Key Responsibilities

* Investigate and resolve Level 2 technical issues across systems, networks, and cloud environments.

* Provide advanced support for Windows Server, Active Directory, DNS, DHCP, Exchange Online, Microsoft 365, VMware ESXi, Hyper-V, firewall, and backup solutions.

* Troubleshoot network-related issues involving firewalls, VPNs, routers, switches, DNS, and routing.

* Propose and implement well-designed, sustainable technical solutions tailored to client needs.

* Perform preventive maintenance and scheduled infrastructure checks.

* Fully own and manage the lifecycle of support tickets from escalation through resolution.

* Maintain clear and continuous communication with clients, providing timely status updates.

* Identify recurring issues and collaborate with service management to implement long-term solutions.

* Work with management to coordinate and assign tasks and small projects to other Support Engineers.

* Contribute to internal knowledge sharing, technical documentation, and process improvement.

Required Skills & Experience

* At least 3 years of proven experience in a similar Level 2 IT support or systems engineering role.

* Strong knowledge of Microsoft technologies, including Windows Server, Active Directory, DNS, DHCP, Exchange Online, and Microsoft 365.

* Strong experience with virtualization platforms, particularly VMware ESXi and Microsoft Hyper-V.

* Experience with Microsoft Azure and cloud-based infrastructure.

* Experience with firewalls, particularly Fortinet and/or Sophos, VPN technologies, and core network infrastructure.

* Familiarity with backup solutions, disaster recovery, and business continuity concepts.

* Strong understanding of production IT environments, infrastructure architecture, and operating system best practices.

* Excellent troubleshooting skills across hardware, software, operating systems, networks, and client/server applications.

* Ability to work independently, manage time effectively, and prioritize multiple tickets and tasks.

* Experience with ticketing platforms and remote monitoring and management (RMM) tools.

* Native-level proficiency in Greek and professional working proficiency in English, both written and spoken.

* Must be based in Athens, Greece.

What We Offer

* Remote-first work culture with flexibility and autonomy.

* Competitive salary package and performance-based bonus.

* Ongoing technical training and career development opportunities.

* Involvement in challenging and impactful IT projects.

* Supportive and forward-thinking team culture.