Service Support Agent

Job Description

Sword Technologies is seeking to recruit a high caliber, energetic individual to join our Software Development team, being based in Athens as Service Support Agent. The successful candidate will work in a multicultural environment supporting our core business in large Information Systems for the Institutions and Bodies of the European Union . The company is currently expanding its activities in Greece offering optimum career advancement opportunities for the successful candidates!

What you will do...
The scope of the Service support expert role includes service activities to users, business monitoring and reporting, event management.
The Application support expert may perform the following tasks and responsibilities, amongst others:

• Business monitoring and reporting of applications
• Daily maintenance support
• Analyze incidents and search for resolution
• Report incidents towards application vendors or development team (third line support and maintenance) and track resolution status
• Facilitate troubleshooting, debugging, diagnosis, root cause analysis, etc. with all relevant parties
• Regularly and pro-actively monitor that supported applications are performing as expected

• The main task of the candidate will be to handle L1/L2 tickets in JIRA and in another tool called SERVICENOW.
  Main tasks that must be performed when a ticket is opened:

  • Understand the issue and the user impact from the initial incident
  • If needed retrieve logs to further analyze the issue
  • Provide a workaround
  • Record the resolution
  • Escalate to development team for further technical analysis

What is your experience..

• Successful training/education by a competent institute, in relevant subject

• Good knowledge of ITIL Foundation V3 or V4, focusing on event, incident, problem and change management

• Service management tools (such as JIRA)

• Excellent knowledge of Microsoft Office
• At least 2 years of overall IT experience
• At least 1 years of hands-on experience in a support role of a business application
• English: C1
• German : B1 would be a plus

Personal Characteristics...

• Ability to learn fast and work with minimum supervision;
• Attention to detail and a strong sense of responsibility;
• Good analytical and problem-solving skills;
• Proactively manage tasks and projects to agreed deadlines;
• Ability to work effectively & efficiently with various diverse work teams (Development, Testing, and Project Management).

What we offer to you…

• Competitive remuneration package;
• Meal voucher card;
• Private medical plan;
• Private pension plan;
• Shuttle Bus;
• Opportunity to work with cutting-edge technologies;
• Training & Development plan;
• Employee Recognition plan;
• Work in a certified “Diversity Charter” company;
• Teambuilding events;
• Social responsibility initiatives.

__

Applications must be in the English language