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Technical Support Engineer

IT Support – Athens, Ampelokipoi
Department IT Support
Employment Type Full Time
Minimum Experience Experienced

About ANIXE Hellas

We were "born" in 2014 from one of the biggest touristic group of companies, the FTI GROUP, as an initial step of automating the back-end workflow of the travel industry. We started as Project Beagle and seemed more like a project, providing support on existing applications. Through time, though, we created new goals, have grown rapidly and ended up exceeding our own limits. And now, as ANIXE Hellas we have become a fully functional delivery center combining software engineering, design and support services, building software products that numerous destinations around the globe use.

Our mission is to create a new holistic software product for the travel industry like any other has ever existed before, transforming the personal travel from a fragmented, siloed process to a fully integrated, interactive and intuitive one.

About your Team

You will be part of a Technical Support team that focuses on providing individualized customer-oriented support on various software applications issues (mainly back-office systems) for our clients of the travel industry (tour operators) in multiple destinations across the world. Our team is handling any kind of issue that our end users encounter, from small seemingly insignificant to major complex problems. Our main purpose is for the whole team to work as one power. Our goal is to communicate openly and concisely with our team members and other departments. Sharing workload and tickets during busy periods, suggest improvements to operations processes among other things can describe the way we work.

About your Role

Being a Technical Support Engineer, you will take ownership of the tickets raised by the front-line, ensuring it’s resolved within the department SLA. You will act as an ambassador of the Organization when liaising with customers ensuring a professional attitude is maintained and the Organizations’ values are upheld. 

Your day in day out

  • Monitor platform & system performance and ensure are always kept optimal
  • Debug, analyze and resolve application issues
  • Implement changes to applications as per requirements.
  • Support the end-to-end lifecycle of product changes by liaising with Product Owners, UX and Quality Assurance
  • Configure and deploy resources in Azure to meet requirements from the Development team and support those resources as required.
  • Identify bottlenecks or security issues in Host Infrastructure and put forward recommendations on how these can be managed or improved.
  • Identify the risk of incidents are ensure the relevant stakeholders are informed where business continuity may be compromised.
  • Ensure department KPIs are maintained and adhered too.
  • Take a proactive approach to identify where service quality is or will be compromised and take the necessary measures to ensure minimal downtime/loss of service.
  • Ensure your objectives defined by your line manager or wider organization are completed on time and with the necessary detail as described.
  • Analyze, reflect and document incidents providing written post-mortems to help improve service management.
  • Communicate openly and proactively progress with the front-line service desk and your colleagues.
  • Provide recommendations on any inefficiency the team and department are facing and how these could be improved.

What you need to have 

  • 3+ years of working experience in a fast-paced 2nd line support environment 
  • Working experience in a software development discipline
  • Expertise in SQL (MSSQL) developing queries, stored procedures with general DB admin abilities.
  • Working experience in the deployment and configuration of VM's in a cloud platform (ideally in Azure), networking, and security
  • Ability to identify inefficiencies in process and provide written recommendations with improvements
  • Ability to demonstrate initiative and a proactive approach to daily tasks
  • Excellent written and verbal communication skills in English
  • A passion for service improvement
  • Adaptability and flexibility to changes 

What is nice to have 

  • Experience in VBScript and Classic ASP
  • Azure Essentials
  • ITIL certification
  • Exposure to Golang

What to expect from us?

We'll believe and trust in you and your abilities and teamwork is an unbreakable value for us. You will have the opportunity to work among unique people and create solutions together.

We also offer:

  • Open and friendly colleagues and a fun environment (you will see a dog wandering around acting as our stress relief)
  • Flexible working hours
  • Relaxed dress code
  • Training according to your needs
  • Very good remuneration package
  • Private Health Insurance


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By submitting your application, you consent to the below statement.

“I hereby consent to my personal data included in this CV being processed for recruitment purposes by ANIXE Polska sp. z o.o. having its registered seat in Wrocław, at ul. Grabiszyńska 251A, 53-234 Wrocław (Poland) and ANIXE Technology HELLAS Single Member PC, 5 Aggelou, 11527 (Greece).”

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  • Location
    Athens, Ampelokipoi
  • Department
    IT Support
  • Employment Type
    Full Time
  • Minimum Experience
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