Application Support Agent

TL;DR

Application Support Agent (Support): Managing 1st level support tickets for large-scale European Commission projects with an accent on ensuring traceability, SLA adherence, and effective stakeholder communication. Focus on handling incidents, prioritizing requests via ticketing systems, and maintaining documentation based on ITIL best practices.

Location: Must be based in Patras, Greece (Hybrid model).

Company

hirify.global is an international IT services company focused on responsible digitalisation and large-scale, mission-critical projects for public and private institutions.

What you will do

• Receive and manage incidents and requests via the ticketing system.
• Assess ticket priorities based on established internal procedures.
• Ensure full traceability and logical linking of tickets across systems.
• Communicate effectively with end-users and project stakeholders.
• Maintain and improve documentation and FAQs based on support interactions.
• Monitor and ensure responses align with defined SLAs.

Requirements

• University degree or diploma in Information Technology.
• English proficiency required.
• Understanding of ITIL support processes.
• Proven experience with ticketing systems.
• Foundational knowledge of database administration.
• Strong communication and customer-service orientation.
• Ability to work within a multicultural team environment.

Nice to have

• ITIL Foundation Certification.

Culture & Benefits

• Hybrid working model.
• Health and life insurance program.
• Meal allowance.
• Unlimited access to Udemy for Business for continuous learning.
• Structured development plan and onboarding buddy system.
• Well-being activities on premises.