ISC Engineer L1 (NOC Engineer L1) - Full-time

Neurosoft is a leading Managed Services Provider (MSP) specializing in delivering premium integrated services across Cyber Security, Technology Solutions, and Field Services. Our solutions are designed to enhance efficiency and security, supporting business resilience and continuity. Operating in Greece and Cyprus across private and public sectors, Neurosoft has been listed on the Italian Stock Exchange since 2009 and employs over 300 skilled professionals. The statutory majority shareholder is OPAP S.A.

We have an open position for a ISC Engineer/Network Engineer (L1) to join our dynamic team and support network infrastructure operations and maintenance. This role is responsible for the initial receipt, classification, and basic troubleshooting of customer incidents and service requests, focusing on network, cloud, and system infrastructure. The ISC operates on a 24x7 shift rotation to ensure continuous service availability for customers.

📌 Location: Athens

📍 Working Model: Hybrid

🕗 Working Hours: Shift-based - 24/7 support

Main Responsibilities

• Act as the initial point of contact for customers, receiving incidents, service requests, and inquiries via ticketing system, phone, or email.
• Perform initial triage, classification, and prioritization of incoming tickets in accordance with Service Level Agreements (SLAs) and escalation processes.
• Monitoring Troubleshooting: Monitor network infrastructure, firewalls, SD-WAN, and cloud services for performance and security issues, Identify and troubleshoot basic network issues, such as connectivity failures, latency, and packet loss, Monitor Windows/Linux servers, virtualization platforms, and Azure cloud environments for performance issues.
• Escalate complex or unresolved issues to L2 / L3 teams following established procedures..
• Perform initial diagnostics using tools such as FortiManager, FortiAnalyzer, Zabbix, and Junos Space.
• Provide first-line support for customer inquiries related to network connectivity, VPN access, and firewall policies.
• Ensure all support requests are logged in the ticketing system (e.g., Jira).

Requirements

• Associate or Bachelor’s degree in Computer Science, Information Technology, Telecommunications, or a related field (or equivalent experience).
• Basic understanding of networking principles and protocols (TCP/IP, DNS, DHCP, VLANs).
• Customer-oriented approach and ability to work both independently and in a team.
• Relevant experience in IT support / helpdesk roles will be considered a strong plus
• Basic understanding of networking principles (TCP/IP, routing, switching).
• Familiarity with one or more of the following technologies: Fortinet SD-WAN or FortiGate platforms, Juniper Networks devices, On-premises Windows Server environments (Active Directory, Exchange).
• Strong problem-solving skills and ability to follow troubleshooting guides.
• Excellent communication skills (written and verbal) in [Language Requirement, e.g., English
• Ability to work under pressure in a fast-paced, 24x7 operational environment.
• Willingness to work on a rotating shift schedule, including nights, weekends, and public holidays.

Benefits

What you will gain:

• 🏋️ ️Friendly and dynamic working environment
• 🏫 Formal training and Professional Qualifications fully funded
• ✔️ Competitive compensation package
• ⚕️ Private Health Insurance
• ⚖️Work-Life Balance initiatives
• 🏃🏽 Corporate Sports Teams (e.g. Running, Basketball, Volleyball)
• 👥 A Buddy who will support you with your onboarding
• Private Health Insurance
• Training & Development
• Laptop
• Phone - Mobile Plan