Service Desk Engineer
Protera
full-time
Posted on:
Location Type: Hybrid
Location: Athens • Greece
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About the role
- Manage and coordinate incidents, escalating to appropriate L1, L2, or L3 teams as needed.
- Deliver high-quality communication to customers through all support channels.
- Perform advanced reporting and data collection to support issue resolution and analysis.
- Monitor and triage inbound alerts, following documented escalation processes.
- Initiate the Major Incident Management (MIM) process when required.
- Access customer systems to conduct third-level troubleshooting when necessary.
- Mentor and train new team members to support growth within the team.
- Respond to inbound requests with accurate and timely information.
- Manage your schedule flexibly to support 24x7 service desk operations.
Requirements
- A degree or certification in Computing, Electronics, or a related IT field (or equivalent experience).
- Excellent verbal and written communication skills in English.
- Strong attention to detail and a passion for problem-solving.
- Ability to multitask, prioritize, and work independently in a fast-paced environment.
- Eagerness to grow and take initiative in your career.
- **Bonus Skills That Make You Stand Out**
- Familiarity with Microsoft Office (Excel, PowerPoint, Outlook, Word)
- SAP knowledge or exposure
- Basic understanding of Linux
- Insight into database administration or monitoring
- Understanding of ITSM tools and ITIL best practices
- Knowledge in Networking, Systems, Databases, or Application Support
- Additional languages beyond English (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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
incident managementadvanced reportingdata collectionthird-level troubleshootingLinuxdatabase administrationnetworkingsystems supportapplication supportITIL
Soft Skills
communication skillsattention to detailproblem-solvingmultitaskingprioritizationindependenceinitiativementoringtrainingflexibility
Certifications
degree in Computingdegree in ElectronicsIT certification