Description
Protera Technologies is looking to recruit English speaking technology professionals for its 24 x 7 x 365 service center operation.
Ιnfo Role:
Service Desk Analyst
Location:
Athens
About the Protera:
Protera Technologies (www.protera.com) is an SAP Certified, Global Total IT Outsourcing Provider for SAP-centric organizations founded in the mid-1990s. We have been the SAP on cloud pioneer ever since running the world's first SAP production instance on public cloud. Today, we run thousands of instances of SAP+ and related IT applications on Microsoft Azure and Amazon Web Services (AWS). Protera designs and deploys scalable architectures built using world-class infrastructure.
Our Culture
At Protera, we constantly strive to maintain an environment of authenticity where every individual feels welcome, no matter their personal or professional backgrounds. We prioritize a culture rooted in collaboration, growth, and mobility. We look for people that value meaningful and impactful interactions with their personal and professional communities. We believe that great teammates have a curiosity to learn, grow, support, and to make one another better. We’re a fun group, finding various ways of celebration that has contributed to our 25 years of success in cloud technology management.
What you will be doing:
- Effectively manage the full lifecycle of incidents and service requests received from internal and external customers based on Classification & Prioritization through our ticketing system
- Coordinate incident investigation and analysis: escalate to appropriate L1, L2 & L3 support teams in order to diagnose an incident and restore it
- Coordinate incident closure: verify successful resolution of an incident with internal stakeholders and with Customer and report on it
- Adhere to all policies and procedures of the Service Desk which operates 24/7 (shift work)
- Reporting and presentation tasks on a weekly/monthly basis
IMPORTANT NOTE: You are kindly requested to submit your CV in English only.
Requirements
- University Degree or Technical/Vocational Certification in Computing, Electronics or related IT field
- Good communication skills verbal & written in English. To be able to communicate with IT teams and departments, end users and internal customers
- Possess keen attention to detail
- Ability to multitask, prioritize and work independently
- Strong organizational skills and ability to respond to users’ requests within deadlines
- Problem solving, troubleshooting and record keeping skills
- Customer-centric
- Working a shift schedule
- Willing to commit and grow
- Fulfilled military service (if relevant)
- Team player
Nice to Have
- Experience as Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role is desirable
- Microsoft Office knowledge (Word, PowerPoint, Excel, and Outlook)
- Good Analytical skills
- SAP familiarity desirable
- Linux knowledge
- DB administration/understanding
- Good understanding of ITSM tools and ITIL best practices
- Good understanding in areas such as Networking or System Administration, Databases or Application Support desirable
- Additional foreign languages (Spanish, French, German) will be considered a plus
Benefits
- Competitive wages and stability
- Private health insurance
- Growth opportunity and quick advancement based on performance
- Employee appreciation programs
- International and multicultural environment
- Welcoming and friendly work environment within young team
- Offices next to metro station
- Continuous training and opportunity for career development using cutting edge Cloud Technology & Certifications
