Help Desk

**WHO WE ARE**:

- **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**.

**WHAT WE ARE LOOKING FOR**:
**Help Desk & Application Support - Space Operations (ESA)**

**Location**: Rome (Hybrid work mode)

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**:

- Accurately **log, categorize, and prioritize tickets**
- Escalate to **2nd/3rd level support** in line with **SLAs**
- Maintain and improve **operational documentation** and **procedures**
- Participate in **testing**, **patching**, and **deployments**
- Deliver clear and professional communication to ESA end users
- Work closely with internal teams and external vendors to resolve issues
- Contribute to **user training**, documentation, and knowledge sharing

**YOUR SKILLS AND EXPERIENCE**:
**Technical Skills**:

- Good knowledge of **ticketing systems** (Remedy, ServiceNow, OTRS, KIX)
- Familiarity with the **ITIL framework**
- Comfortable with **Microsoft Office**, **Outlook**, and basic systems admin
- Understanding of **XML**, **SFTP**, and **Eclipse** is a plus
- Excellent **troubleshooting** skills, especially under pressure
- Technical certifications are a **strong asset**

**Knowledge and Experience**:

- Preferred**:English language certification**

**Personal Skills**:

- **Fluent English** (written and spoken - **B2 minimum**)
- Strong **customer service**, **communication**, and **stress management** skills
- **Problem-solving mindset** and practical attitude
- Capacity to **multitask**, **prioritize**, and **work under pressure**
- Ability to **adapt** and **learn quickly** in a structured environment

**EXTRA 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 18:00
- **Contract type**:Permanent**
- **Start date**: ASAP
- Join a **collaborative, multiculturaland international team** and be part of the **European space ecosystem**

Please 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 Citizens
- Non-EU Citizens already based in EU with a valid work permit
- Once 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 vacancies
- _In 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._