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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading network and security support teams, ensuring high-quality technical support and SLA compliance while mentoring engineers. Proficient in network architectures, configurations, and incident management with strong analytical and communication skills.
Highest-signal resume keywords
Network Architecture KnowledgeNetwork Security ExperienceTeam CoordinationTechnical LeadershipFluency in Greek and English
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Network ConfigurationsIncident ManagementRoot Cause AnalysisTroubleshootingChange ManagementFirewall KnowledgeCiscoFortinetPalo AltoJuniper
Soft Skills
Strong Communication SkillsAnalytical SkillsProblem-Solving SkillsOrganizational SkillsTime Management Skills
Industry Keywords
Technical SupportSLA ComplianceContinuous Service ImprovementVendor EscalationKnowledge Transfer
Tech Stack
Tools & technologiesFirewalls
About the role
Key responsibilities & impact- Lead and coordinate the Network and Security Support Team (L2/L3), ensuring high-quality technical support, timely ticket resolution, SLA compliance and customer satisfaction.
- Own complex network and security incidents and service requests as the Level 3 escalation point.
- Monitor ticket queues, prioritize workloads, manage escalations and initiate corrective actions.
- Collaborate with the ISC team on ticket handling, escalations, knowledge sharing and troubleshooting improvements.
- Develop and maintain training materials, troubleshooting guides and knowledge-base documentation.
- Lead root cause analysis for recurring or major incidents and implement permanent fixes and preventive actions.
- Oversee network and security infrastructure monitoring and escalation of incidents.
- Coordinate vendor escalations for complex technical issues.
- Collaborate with the Network Engineering team on knowledge transfer, solution handover and operational alignment.
- Ensure configuration changes, maintenance and upgrades follow change management procedures.
- Clarify contractual support responsibilities and identify out-of-scope activities requiring change requests.
- Report to customers and management on support performance, SLA compliance, major incidents and service quality.
- Monitor team performance, workload trends, operational bottlenecks and improvement opportunities.
- Drive continuous service improvement across workflows, escalation procedures, monitoring and automation.
- Mentor support engineers in technical skills and relevant certifications.
Requirements
What you’ll need- BS/BA degree in Computer Science, Information Technology, or related discipline or equivalent experience.
- Knowledge/experience with Network architectures and configurations
- At least 5 years of professional experience in enterprise networking and network security.
- Previous experience in team coordination, technical leadership or mentoring engineers will be considered an advantage.
- Knowledge/experience of networking and firewalls (e.g. Cisco, Fortinet, Palo Alto, Juniper, Huawei)
- Ability to lead, train and mentor employees on a personal level
- Ability to work efficiently both within a cross functional team as well as independently
- Strong communication skills both oral and in writing; internally as well towards clients.
- Strong analytical and problem-solving skills, with attention to detail
- Very good organizational and time management skills
- Fluency both in Greek and English languages
Benefits
Comp & perks- Friendly and dynamic working environment
- Formal training and Professional Qualifications fully funded
- Private Health Insurance
- Work-Life Balance initiatives
- Corporate Sports Teams (e.g. Running, Basketball, Volleyball)
- A Buddy who will support you with your onboarding
- Training & Development
- Laptop
- Phone - Mobile Plan