About Us :
OPAP is the top gaming company in Greece and among the most recognized ones in its sector worldwide. For our 2020 Vision, we aim at establishing OPAP as a world-class entertainment and gaming company, having long-term strategic priorities focus on the customers, on the people, on the network, on the products and on the digital-technological capabilities.
We are currently a highly esteemed employer, offering career opportunities and a unique work experience to exceptional professionals and talented young people, through our dynamic Selection & Recruitment Program as well as our Internship / Graduate Programs.
Our main objective is to develop a high-performing Team by attracting new talents, as well as developing and creating stronger bonds between our people.
2nd Level Technical Support Agent (Fixed Term)
So what’s the challenge
The 2nd Level Technical Support Agent has the responsibility of providing technical support services to the IT equipment installed in OPAP Shops and Gaming Halls during shops’ / GHs’ working hours.
He / she addresses and resolves technical incidents based on established resolution methodologies and technical manuals and provides efficient resolution or escalation to higher levels of support or to the Field Support Service Partner.
Your day to day will include :
Providing remotely trouble shooting services to all IT equipment installed in the Retail Shops / GHs using the chosen S / W Tools
Escalating retail equipment issues to Field Support Service Personnel for on-site actions if needed or to higher levels of technical support
Supporting remotely the on-site field support service technicians where needed by utilizing all the provided management tools
Ensuring that all required actions are executed according to the existing internal and external Service Level Agreements
Ensuring work performed is well documented and tickets have proper updates in the ticketing system
Based on incidents’ experience, enriching the common knowledge base with identified best practices for resolution
Setting up staging environment and procedures for the preparation of new terminal equipment
Installing, upgrading and setting up equipment S / W in the field
Running predefined tests
Unpacking and physically installing the retail equipment used in-house on variable shifts including evenings, weekends, public holidays and / or extended hours
What you need to succeed :
BSc or Diploma in Information Technology or relevant field
Up to 3 years of experience in supporting PC-LAN environment
Hands on ability to undertake troubleshooting tasks on PCs, printers and scanners; good knowledge of setting up MS Windows PC environments, will be considered a plus
Knowledge of the standard retail shop infrastructure is preferred
Knowledge of commonly used concepts, practices and procedures for end-user technical support
Familiarity with ticketing systems is desirable
Strong customer service orientation
Effective organizational, problem solving and troubleshooting skills
Good communication and interpersonal skills
Adaptability with continuously changing requirements
Ability to work efficiently both on own initiative and within a team
Fluency in Greek and English languages, oral and written
Fulfilled military obligations (for male candidates)
What we offer to our candidates :
Opportunity to work with #dynamic people full of #passion #integrity & #fun
Modern & award winning workplace environment
Competitive compensation package
Competencies’ & Career Development opportunities
Private health coverage
OPAP Group is an equal opportunity employer
Does this sound like you? If yes, we would love to meet you!