IT Support & Monitoring Operator

About the role

Sword Services Greece is expanding its ITSM team in Athens to support a European public‑sector digital transformation project. The IT Support & Monitoring Operator will provide L1/L2 user support, monitor critical systems and respond to incidents in a 24/7 environment.

Key responsibilities

• Act as the single point of contact for users, logging, prioritising and tracking incidents and service requests through the ITSM platform.
• Perform first‑ and second‑level diagnostics, resolve standard incidents and fulfil pre‑approved requests such as user provisioning and password resets.
• Continuously monitor systems, services and infrastructure, detect and qualify events, and acknowledge incidents within agreed service levels.
• Escalate P1 and critical incidents to on‑call technical and incident‑management teams and keep users informed.
• Support 24/7 service coverage and ensure accurate handover of open incidents between shifts.

Required profile

• Strong analytical and problem‑solving mindset with attention to detail.
• Excellent communication and collaboration skills, able to work independently and within international Agile teams.
• Proactive attitude and continuous learning mindset, taking ownership of tasks.

Required skills

• Experience with ITSM and ticketing tools such as Jira, Confluence or ServiceNow.
• Familiarity with monitoring and event‑management platforms like Grafana, Dynatrace or Elastic.
• Ability to interpret application logs, basic database structures and web‑application architectures.
• Knowledge of command‑line diagnostic tools and browser developer consoles.
• Proficient use of Microsoft Office suite.