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Job Purpose: A 1st Level Support Technician is responsible to provide technical support to users in an efficient and accurate manner. He/she will solve basic technical problems and provide support for all assigned areas. Through installing and configuring computer systems, diagnosing hardware/ software faults and solving technical problems via telephone or email, the goal of the position is to make sure that customer value is maintained to the standards set forth by the company.

Hierarchy: Report to Support Manager

General Responsibilities:

  • Convey resolutions to customer issues.
  • Properly escalate unresolved queries to the next level of support.
  • Provide feedback through reporting and see problems of the customer through to resolution.
  • Recommend system modifications or improvements.
  • Maintain documentation.

Specific Responsibilities:

  • Monitor status of a variety of systems.
  • Troubleshoot issues with desktops and notebooks including connectivity, blue screens, viruses and printing for both on and off-site users.
  • Provide Android and iPhone wireless devices support.
  • Provide support for mobile users who work at home, travel, or work from a remote office using remote management tools.
  • Activate network ports and work with the networking team to troubleshoot network related issues.
  • Perform remote and desk-side installation of various software packages, engineering tools, and patches.
  • Use image software to apply Windows operating systems or perform backup images.
  • Recover data from hard disk drives and/or perform data migrations.
  • Troubleshoot Microsoft and VMware Virtualization problems.
  • Troubleshoot network printer issues.
  • Troubleshoot Remote Access (VPN) issues.


  • Degree in Information Technology, Computer Science or equivalent.
  • Minimum 1 year of proven practical work experience in an office environment.
  • Proficiency in English.
  • Thorough understanding of Windows 7 and 10 Operating Systems.
  • Proven technical knowledge and experience with Standard Office software & applications.
  • Up-to-date technical knowledge.

Personal Attributes:

  • Customer service orientation.
  • Ability to work under highly stressful situations and deal with complex issues.
  • Process a high-volume of work with accuracy.
  • Timeliness and accuracy in deadlines.
  • Collaborative attitude.


Pronet has developed a structured training scheme in order to maintain high technical knowledge in the personnel. The Support System Technician (Tier 1) will be required to enter the structured training scheme or attend relevant courses to stay up to date with new technology trends. The cost of any training is covered solely by Pronet.

Geographical location of the position: Attiki, Greece

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Location: Athens - Department: Service Delivery

We are seeking a full time Network Engineer and we want you to join our growing team!

About Us:

Pronet was established in 1992, and today is considered as one strategic network security partner by numerous organizations of different sizes and footprints globally. Our expertise, continuous innovation, learning and young talent, allows us to grow and serve many customers across industries. Pronet delivers projects in more than 40 countries across the globe. Company is very strong in Fortinet, Checkpoint and Cisco solutions, among others.

Job Requirements:

  • At least 5 years' experience in network design, implementation and support.
  • Experience in Routing (TCP/IP, HSRP/VRRP/GSLB, ARP, IP SLA, OSPF, BGP), Switching (Campus & Data center environments) and Security (firewalls, VPN, IPS/IDS, IPsec, SSL).
  • Solid knowledge of LAN/WAN configurations and familiarity with L2 devices.
  • Hands-on experience with monitoring, network diagnostic and network analytics tools.
  • Experience with Windows Server and Linux Server.
  • Knowledge of Dynamic routing protocols. (OSPF, BGP, EIGRP)
  • Excellent verbal and written communications skills (Greek/English), German will be considered as a plus.
  • CCNP / CCSA / FCSNP 6 Cisco certification is a requirement.

Job functions:

  • Performing technical support actions on our customer network infrastructure.
  • Maintaining Network components in a complex multi-vendor environment.
  • Analyzing network and system problems.
  • Performing of complex configuration changes and reporting.
  • Design new systems with multi-vendor solutions
  • Participate in complex projects.
  • Design Proof of concept deployment for customers


  • Working directly with clients supporting technical issues.
  • Involved in projects such as new deployments and migration.
  • Maintaining technical documentation.

Desired soft skills:

  • Time management: work under pressure and face deadlines, prioritizing the daily tasks.
  • Communications skills: client orientation and conflict resolution.
  • Strong analytical and problem-solving skills.
  • Be both independent and teamwork: working together can bring great results!
  • Flexibility with the working schedule.
  • Adaptation: Fast-paced environment with multiple changes to schedules & fluctuating priorities.
  • Writing skills: able to provide in Technical, structured language system documentations.

What we offer:

  • Competitive remuneration package, based on qualifications and experience.
  • A healthy and friendly organizational environment where you can develop yourself professionally and personally.
  • Innovative projects and the opportunity to learn and grow.
  • Training and certification: We will reward your efforts and the results of your performance!

Apply Now

Your job

  • Acting as a mature professional
  • Performing Network Services,
    Operating on 1st,
    2nd or 3rd level
  • Maintaining Network components in a Complex Multi-vendor environment
  • Analyzing Network and System Problems
  • Performing Complex Configuration Changes
  • Reporting

Soft Skills

  • Ability to work in an environment with tight deadlines and changing priorities
  • High quality Customer Service focus
  • Strong problem solving skills
  • Must possess the ability to work well with others, multitask efficiently
  • Ability to work in shifts
  • Excellent verbal and written Communications skills (greek/english)

Your Environment

You can expect the safety and atmosphere of a technical experienced work environment by a company that knows to reward the effort and the results. A creative and friendly team in an innovative company will be always willing to support you!

What we offer

We offer great opportunities
to learn and grow, as well as
a good remuneration package,
based on qualifications
and experience.