Help Desk

Overview Etinars is a values-focused company with multi-year experience, specialised in the recruitment of professionals for niche markets – managing the full life cycle of specialist and executive-level hires.At Etinars, we genuinely care about who you are and what you need.We place great emphasis on fostering robust, enduring connections built upon trust and transparency.Our approach ensures a swift journey, leading you hand in hand towards signing your next career step.Role Help Desk & Application Support – Space Operations (ESA)Location: Rome (Hybrid work mode)We are looking for a motivated and tech-savvy Help Desk & Application Support Specialist to provide 1st and 2nd level support for a critical ESA application supporting over 15,000 users across multiple missions.You’ll be part of a dynamic and international team operating in a high-security, high-impact space environment, delivering support to Earth observation, satellite launches, and future space programs.Your Tasks Provide first-line technical support via phone, email, or ticketing systemAccurately log, categorize, and prioritize ticketsTroubleshoot and resolve complex incidents and application issuesEscalate to 2nd / 3rd level support in line with SLAsHandle application access, configurations, and routine updatesConduct application monitoring and alarm analysisMaintain and improve operational documentation and proceduresParticipate in testing, patching, and deploymentsDeliver clear and professional communication to ESA end usersWork closely with internal teams and external vendors to resolve issuesApply ITIL best practices in incident, request, and change managementContribute to user training, documentation, and knowledge sharingYour Skills and Experience Technical Skills Good knowledge of ticketing systems (Remedy, ServiceNow, OTRS, KIX)Familiarity with the ITIL frameworkComfortable with Microsoft Office, Outlook, and basic systems adminUnderstanding of XML, SFTP, and Eclipse is a plusExcellent troubleshooting skills, especially under pressureTechnical certifications are a strong assetKnowledge and Experience 1–2 years of experience in help desk or application support rolesPreferred : English language certificationPersonal Skills Fluent English (written and spoken – B2 minimum)Strong customer service, communication, and stress management skillsProblem-solving mindset and practical attitudeCapacity to multitask, prioritize, and work under pressureAbility to adapt and learn quickly in a structured environmentExtra Information Work location: Rome – easily accessible, hybrid mode (2 days on-site, 3 days remote)Work hours: Monday–Friday, shift-based coverage from 08:00 to 18:00Contract type: PermanentStart date: ASAPSupport a critical ESA application with 7 functional modules, contributing to mission planning, non-conformance tracking, and satellite launch operationsJoin a collaborative, multicultural and international team and be part of the European space ecosystemPlease note that, due to the sensitive nature of the data involved, this position is currently available only to individuals who meet the following criteria :EU CitizensNon-EU Citizens already based in EU with a valid work permitOnce we receive your CV, we will take time to evaluate it carefully. Should there be a match for this or any other position at Etinars, we will be in touch with you. In case there is no match now don’t worry, we will make sure to keep your CV in consideration for future vacanciesIn Etinars we are committed to supporting Diversity and Inclusion Community. If you identify as part of it and you meet the minimum criteria for the job, you will be given the opportunity to demonstrate your abilities at an interview.#J-18808-Ljbffr