2nd Level Technical Support Agent (Fixed Term) ​​​​​​​
ΟΠΑΠ Α.Ε.
Athens, Attica, Greece
πριν από 1 μέρα

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!

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