IT Service Desk Technician (Spanish Speaker)

About the company

OTE Group is the largest technology company in Greece and a member of the Deutsche Telekom Group. Through technology and innovation, we work to create a better world for all.

Diversity, inclusion and equality are at the core of our corporate culture.

This is the reason why we create an equal working environment in which our people can excel for their expertise, professional experience, conscientiousness, and responsibility.

Become part of our network and let's create your future together!

About the role

As a member of the Workplace support Services team the candidate will be part of the Single Point of Contact (SPOC) for all the offered IT services to Customers.

Duties & responsibilities

• Incident management (in 24x7 shifts)
• Record, prioritize and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible
• Assign unresolved Incidents to appropriate Tier 2 Support Group
• Monitor SLA's
• Keep users informed about their Incidents ' status at agreed intervals
• Provide 1st level support to end users (via application consoles and Remote Assistance) related to computer systems, software, hardware and Mobile devices.
• User management through tools like Active Directory
• Resolve network issues (LAN, WAN, VPN)
• Resolve software issues (install drivers, software settings, printers etc)
• Provide end user guidance on programs and applications (How to)
• Organize calls between involved teams

RequiredSkills

• Bachelor's degree (or equivalent) in Computer Science or a related field
• Excellent oral and written communication skills in the Spanish language
• High proficiency in English
• Experience of Microsoft Active Directory, Microsoft Exchange Server Management, Microsoft Windows - Servers, Mac OS
• Experience using the Microsoft Office 365 Suite (e.g., MS WORD, EXCEL, PowerPoint, Outlook, Teams, Sharepoint)
• Good understanding of computer systems, mobile devices and other tech products
• Proven ability to collect, examine, and analyze data from a variety of sources and offer solutions
• Excellent interpersonal skills, including working with staff to explain and resolve difficult technical situations
• Ability to work under pressure and recognize the importance of teamwork in the support environment
• Ability to learn quickly

Preferred Skills

• ITIL qualification (preferable but not essential)
• 2 years previous IT Service Desk
• Ability to manage complex projects and resolve complex issues
• Ability to take initiatives
• Experience with reporting tools