24/7 Support Technician (Athens)

Our mission is to help people integrate technology into everyday life and to enable innovation through technology. We offer software development and infrastructure solutions for customers from all over the world, customers for which we are available 24/7/365. IT Infrastructure is today for a company like 'water from the tap' or 'power from the mains'. You come to Cegeka in a very exciting world of rapidly evolving technologies, where Machine Learning, Automation, Self-Healing Systems, Cloud Services and DevOps are some examples. Our infrastructure engineers quickly develop into T-profiles, where they can build up technological knowledge in the breadth of the infrastructure spectrum. The role of engineer evolves very quickly, which means we offer people the best working environment in order to achieve the best results. We love entrepreneurial spirits and encourage people around us to be proactive and make the best decisions not only for business, but for their own personal development. The engineer who was still a 'pure technology specialist' yesterday is now an enthusiastic, positive professional and ambassador. #LI-MM1

• Monitor the customers’ IT infrastructures (servers, network devices, applications) via agreed monitoring tools and participate in the solving process by performing troubleshooting steps described in the Knowledge Base articles;
• Analyze the support requests sent by our customers by phone, email or ticketing tools and document the steps taken in order to solve them;
• Follow-up on tickets and escalate in accordance with priority, impact and SLAs;
• Offer regular feedback to the affected customers on the status of the support request in accordance with priority;
• Work in close collaboration with your colleagues to ensure that service delivery to the customer is of the highest standard and within SLAs;
• Perform daily, weekly, monthly checks on the customers’ IT Infrastructures by following the agreed work instructions;
• Work in accordance with the company’s quality standards, procedures, processes and work instructions;
• Report any inaccuracy found in the processes, procedures or work instructions;
• Bring improvement ideas related to the processes, tools or the entire activity of the team;
• Contribute to the positive morale and the enjoyable atmosphere within the team;
• Attend trainings and team meetings.

• Graduate of Computer Science or equivalent;
• Willing to work in a procedural environment, where initiatives and proactiveness in encouraged;
• Learning oriented person;
• Customer oriented - professionalism is required in all communication with the clients (phone calls, emails);
• Punctual and flexible - schedule adherence is one of the objectives of your activity and it will be taken into account during your performance evaluation.