• Serve as the first point of contact for IT support requests submitted through the ticketing system, phone, and email • Deliver a positive customer experience by providing clear communication and timely resolution of issues • Triage, prioritize, and manage support tickets to meet or exceed established service level agreements (SLAs) • Perform remote and on-site troubleshooting, diagnosis, and resolution of end-user technical issues • Install, configure, test, maintain, and troubleshoot end-user hardware and virtual workstations • Install, configure, and support standard business software and applications • Troubleshoot hardware, software, and workstation-related issues, escalating when appropriate • Create and maintain technical documentation, instructions, and validation materials as needed • Build and maintain strong working relationships with internal teams and business partners • Support additional IT tasks and initiatives as business needs evolve

• Act as the primary technical owner for Lyra’s suite of third-party SaaS applications and business tools • Lead secure administration of user access, configurations, and upgrades across Lyra’s enterprise SaaS ecosystem • Monitor key application metrics, performance, and availability in real time; respond promptly to incidents, troubleshoot effectively, and drive quick resolution • Provide Tier 2/3 technical support to all internal business units for application-related issues and IdP configurations • Collaborate closely with business stakeholders through recurring meetings to understand their needs, offer technical guidance, and guarantee applications support key business outcomes • Serve as the primary technical liaison for SaaS vendors: guide contract/SLA reviews, build high-performing partnerships, and ensure full compliance with Lyra’s security, regulatory, and privacy standards. • Lead proactive license tracking to ensure vendor compliance and eliminate exposure to true-ups, overages, or audit costs. • Provide actionable, analytics-based recommendations to management and procurement to optimize renewals and avoid unnecessary true-ups.

• Provide prompt and effective customer support • Troubleshoot technical issues • Ensure client satisfaction

Role Description We are looking for an enthusiastic IT Support engineer based in Athens to join our fast-growing IT team in a company that revolutionizes the way that credit risk is managed. As an IT Support Engineer, you will be responsible for providing remote support to EXUS' Employees with the required IT services, as well as maintaining the company's critical infrastructure up and running. - Provide end-user support for hardware and software issues, ensuring timely and effective resolution. - Maintain and support the organization’s internal network and IT infrastructure, including: - Cloud servers, Hyper-V, and Windows Server (2019 and later) - FortiGate firewalls in High Availability (HA) configuration - Administer identity and access management through Active Directory and Microsoft Entra ID. - Manage backup solutions using Azure Backup and CommVault. - Ensure the availability, stability, and reliability of all critical IT services and infrastructure. - Configure, monitor, and maintain FortiGate firewalls to ensure network security and compliance. - Support and administer cloud-based platforms and services, including Azure, Microsoft 365, SharePoint, and SFTP systems. - Deliver daily user support through the Jira Ticketing System (Atlassian), ensuring adherence to SLAs and best practices. - Implement, manage, and onboard endpoints at scale using: - Microsoft Intune & Intune Suite - Windows Autopilot - Microsoft Defender for Endpoint - Microsoft Copilot for Security - Manage user access and permissions, including: - Account creation, modification, and deactivation - Access control across systems, applications, and cloud services - Enforcement of least-privilege and security best practices - Conduct regular reviews and audits of user access rights to ensure compliance with internal policies. - Act as a key point of contact for external partners and vendors, supporting procurement, reviewing commercial offers, and managing vendor relationships. Qualifications - Bachelor’s degree in Computer Science, Information Technology, or a related field. - Minimum of two (2) years of professional experience in IT support or systems administration. - Strong expertise in hardware troubleshooting and end-user support. - Solid hands-on experience with Microsoft administration tools, Windows Server environments, and Microsoft 365 services. - Practical knowledge of Fortinet firewall and security products. - Technical certifications (Microsoft, Cisco, Fortinet) are highly desirable. - Fluency in English, both written and spoken. - Ability to work occasionally from our Athens (Petralona) office when required. Benefits - Fully remote work setup - Competitive salary - Inclusive work environment & Well-being Program - A clear induction program & a mentoring buddy to help you - Private health insurance - Unlimited time off