The posting
Company Overview
Metrea delivers effects-as-a-service to national security partners across five domains and more than a dozen mission areas. These include airborne ISR, electronic warfare, secure communications, aerial refueling, special air missions, aerial firefighting, and advanced simulation. We own the whole stack: designing, building, and operating turnkey capabilities that give our partners decisive, asymmetric advantage against rapidly evolving threats.
Our operating model is built around three interlocking pillars. The Support Groups provide a global shared-service – spanning people, finance, platform, operations, legal, and engagement. This frees up our Core Groups, who develop and own mission capabilities end-to-end, to focus entirely on delivery. The Market Groups apply a regional lens, ensuring that our agile and adaptable capabilities remain aligned to the wicked problems that matter most to our partners across the Americas, EMEA, and Asia-Pacific.
At the heart of our model is a simple but powerful idea: be a true partner with skin in the game. Our partners need effects, not just equipment. By owning the full stack – from the lab to the field – we are able to drive a continuous cycle of innovation that keeps our partners ahead. It's a fast-moving, intellectually demanding environment where talented people are given real responsibility, work on problems that matter, and contribute to an enterprise that is growing quickly and deliberately.
Headquartered in Washington, DC, with facilities across the United States, the United Kingdom, as well as Continental Europe and Asia-Pacific.
Position Summary
In this role, you will be the primary point of contact for users who need technical support. You will restore service, resolve combined first- and second-line issues across the Microsoft workplace environment, and retain ownership until resolution or an accepted handover. You will be successful if you combine clear customer communication with disciplined troubleshooting, accurate records and reliable shift handovers.
What You'll Do
- Receive incidents and service requests through approved telephone, email, portal and monitoring channels
- Record, categorise, prioritise, assign and maintain tickets from initial contact through closure
- Diagnose and resolve issues affecting supported Windows devices, Microsoft 365, Outlook, Teams, OneDrive, SharePoint and browsers
- Fulfil approved identity and access requests in Active Directory and Microsoft Entra ID, including passwords, accounts, groups and permissions
- Use approved remote-support, device-management and endpoint-security tools, and provide desk-side support when required
- Recognise priority, major and potential security incidents and initiate the correct escalation route promptly
- Coordinate with network, cybersecurity, application, infrastructure, identity and supplier teams until ownership is formally accepted
- Validate recovery with the user or service owner and record a clear, reusable resolution before closure
- Provide complete shift handovers covering active incidents, ageing work, service risks and commitments
- Maintain knowledge articles and identify recurring issues, avoidable demand and practical service improvements
What You Bring
Must Haves
- Practical experience providing first- or second-line support in a service desk, helpdesk or IT operations environment
- Working knowledge of supported Windows endpoints, Microsoft 365, Active Directory and Microsoft Entra ID
- Ability to diagnose hardware, software, identity, access and connectivity issues methodically
- Confident use of an IT service management system and remote-support tools
- Strong customer service, accurate written records and calm prioritisation during service disruption
- Professional working proficiency in English; Greek or another customer language is advantageous
Nice to Haves
- Experience with ServiceNow, Microsoft Intune, Defender for Endpoint, Azure or Windows Autopilot
- Experience supporting aviation, transport, defence, government or another operationally critical environment
- ITIL Foundation, Microsoft fundamentals or a relevant role-based certification
Additional Eligibility Qualifications
- Ability to complete any additional customer, site, identity or privileged-access checks required for assigned duties.
- Availability to work the rotating three-shift roster, including nights, weekends and public holidays.
- Ability to follow Metrea, customer and site requirements for information security, data protection and access control.
Benefits
Benefits will be provided in accordance with the employing Metrea entity, local policy and applicable Greek law. Details of the Greece benefits package will be confirmed during the recruitment process. Metrea supports role-relevant learning and professional development.
Work Authorization / Security Clearance
The employee must hold the legal right to work in Greece, or obtain it before employment begins, and must be able to provide the required right-to-work documentation.
AAP/EEO Statement
Metrea is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or other characteristics protected by applicable law.
Position Type and Expected Hours of Work
This is a full-time position in a 24/7 Point of Contact Centre. The role works a rotating three-shift roster that includes nights, weekends and public holidays. Shift arrangements, working time and rest periods will follow applicable Greek law and company policy.
Work Environment
This role operates 100% in an on-site office and technical support environment. Work is primarily computer-based and may involve extended use of display screens, telephones or headsets.
Travel
Occasional travel or work from another approved site may be required for training, customer engagement or operational support.
Our Firmware
At Metrea, our single core value is Rooted in Humility, and our four cornerstone attributes are Entrepreneurial, Systematic, Discerning, and Over-Deliver. These form what we call our Teammate Firmware. Just like technical firmware connects software and hardware, our Firmware is the constant interface between our mission and our people. It defines how we show up, how we work together, and how we solve complex problems.
Our team Firmware creates a web-like, hyper-collaborative, dynamically hierarchical way of working that helps us adapt quickly, communicate openly, and distribute decision-making to where expertise actually lives. It enables groups to self-organize around hard problems, shift fluidly as priorities evolve, and operate with the trust, curiosity, and discipline required in a complex mission space. This foundation allows us to deliver elegant, effective solutions and uphold our purpose: protecting our precious inheritance.
