1st Level Helpdesk Support Officer/it Tester - Remote Eligible
European Dynamics
European Dynamics Helpdesk Support Agent
European Dynamics wishes to employ a 1st Level Helpdesk Support Agent fluent in Greek and English and with good exposure in Internet Technologies, to work at the company's premises in Athens, Crete or remote. The successful candidate will join the User Support and Testing team, which is responsible for supporting end-users of software systems developed by the company. Upon hiring, the successful candidate will undergo an internal training program, in order to become familiar with the functional support operation and the supported systems developed by the company. Following the successful completion of the training, the candidate will gradually be integrated with the daily support operations and testing activities. Once adequate knowledge and experience is accumulated, the successful candidate will evolve within the team for instance to deliver end-user training, monitoring of support response to client, quality control, testing, etc.
Responsibilities:
- Respond to calls, emails, and requests for technical 1st level support;
- Provide support and instructions to users with regard to the Application;
- Follow defined work instructions and escalation processes for the various types of incidents;
- Track all incidents in our internal incident management system;
- Communicate incidents to 2nd-level support;
- Maintain updated user documentation.