IT Helpdesk Support Specialist

Company Description

With over 38 years of expertise, M.S Security Group is a renowned leader in providing world-class maritime security solutions across various sectors globally. The company specializes in delivering tailored security services to meet the specific needs of its customers, ensuring the highest standards are maintained in every operation. Proud of its impeccable operational track record, M.S Security Group is committed to addressing challenges within the dynamic maritime industry. Known for professionalism and comprehensive services, the company consistently exceeds client expectations, even in demanding environments.

Role Description

This is a full-time, on-site role based in Limassol for an IT Helpdesk Support Specialist. The role involves providing technical assistance to staff, addressing IT issues, managing network administration tasks, and ensuring optimal operation of the company's IT systems. The specialist will troubleshoot and resolve technical problems, ensure network security, and deliver excellent customer service support for internal teams. Collaboration and attention to detail will be essential to maintain high standards of IT functionality.

Main Responsibilities

• Helpdesk Support: Act as the primary point of contact for IT-related issues, logging, triaging and resolving user requests via the ticketing system; ensure SLAs and timely communication with users.
• Troubleshooting: Diagnose and resolve hardware, software and network issues across desktops, laptops, mobile devices and printers (including escalations and root-cause analysis).
• System & Network Monitoring: Monitor network and system performance, perform routine maintenance, patching and checks to ensure uptime and optimal functionality.
• Workplace Setup & Onboarding: Configure, deploy and secure desktops, laptops and mobile devices for new hires and existing users; perform secure offboarding.
• User Account & Identity Management: Create, manage and troubleshoot user accounts, groups and access controls in Active Directory, Azure Active Directory and Office 365; enforce access policies.
• Device & Endpoint Management: Use Microsoft Intune (and related MDM/EMM tools) to enroll, configure, secure and remediate endpoints in line with corporate policy.
• Printer & Peripherals Support: Provide setup, driver troubleshooting and maintenance for network and local printers and peripherals.
• Data Backup & Recovery: Ensure backup jobs are running, validate restore processes and lead recovery operations when necessary.
• Asset Management: Maintain an accurate asset register, manage lifecycle (procurement, deployment, upgrades, disposals) and reconcile inventory.
• Documentation & Reporting: Produce and maintain clear documentation (runbooks, knowledge base articles), and provide regular reporting on tickets, incidents and trends to drive continual improvement.
• Collaboration & Escalation: Coordinate with vendors, network/security teams and third-line support; escalate complex incidents appropriately and follow through to resolution.
• Process Improvement & Projects: Contribute to IT projects (deployments, migrations, policy rollouts) and recommend process improvements to increase efficiency and reliability.

Qualification

• Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent practical experience).
• Professional certifications such as CompTIA Network+, CCNA, Microsoft 365/Intune certifications, or ITIL Foundation are a plus.
• 2+ years proven experience in IT helpdesk / technical support roles.

Key Requirements

• Strong technical knowledge of IT systems, networks and end-user devices.
• Effective troubleshooting, diagnostic and root-cause analysis skills.
• Proficiency with ticketing systems and remote support tools; ability to prioritize and manage multiple tasks.
• Excellent interpersonal and customer-facing communication skills with a service-oriented mindset.
• Ability to work independently and collaboratively within a team; proactive and detail-oriented.
• Strong time management and organizational skills.

Preferred

• Experience with Microsoft Intune, Azure Active Directory, Palo Alto firewall monitoring, , or similar endpoint & task management platforms.
• Familiarity with scripting (PowerShell) or automation for common support tasks.
• Prior work in a regulated or security-sensitive environment (maritime, defense, government) is advantageous.
• Experience with backup/restore validation and disaster recovery processes.

Tools & Technologies

• User & Identity: Active Directory, Azure Active Directory, Office 365 Admin Center
• Endpoint Management: Microsoft Intune, MDM/EMM concepts
• Networking / Security: Palo Alto firewall (monitoring/basic config), ipconfig, ping, tracert, VPN clients, basic router/switch familiarity
• Ticketing & Remote Support: Freshdesk, TeamViewer, Remote Desktop (RDP)
• Collaboration & Productivity: Microsoft Teams,
• OS Platforms: Windows 10/11, macOS, Linux, iOS, Android
• Backup/Storage: OneDrive, SharePoint, cloud backup monitoring/validation tools
• Scripting/Automation (desirable): PowerShell

What we offer

• Competitive salary package
• 13th salary
• Private Health insurance
• Pension Fund
• Employee Benefit Card
• Complimentary Lunch
• A fast-growing and vibrant company
• Great opportunities for career progression
• Exciting company activities, including team-building outings, corporate gatherings, and events

Application Instructions:

To apply for this vacancy, please send your CV to - quoting "IT Helpdesk Support Specialist".