Service Support Expert

About the role

Quento Technologies S.A. is looking for a Service Support Expert to join the 1st Level Service Desk supporting a large‑scale private AI cloud platform. You will be the first point of contact for customers and internal technical teams, handling incidents and service requests in line with ITIL processes.

Key responsibilities

• Provide 1st‑level support for platform customers and internal technical requests via the ITSM platform.
• Log, classify, prioritize and manage the full lifecycle of incidents and service requests, ensuring SLA compliance.
• Perform initial diagnosis, resolve simple issues, and escalate complex cases to Level 2 support.
• Coordinate with Level 2 teams to ensure end‑to‑end ticket resolution.
• Fulfil standard service requests such as user and access provisioning.
• Maintain knowledge‑base articles, support procedures and participate in service transition activities.
• Contribute to ITSM process definition, tool configuration and continuous service improvement.

Required profile

• University degree in Computer Science, IT or related field.
• 3‑5 years experience in a Service Desk or technical support role, preferably in a cloud or enterprise environment.
• Strong client‑facing skills, excellent phone manner and attention to detail.
• Fluent in Greek and English, both written and verbal.

Required skills

• ITIL‑aligned processes and ITSM tools (ServiceNow, GLPI, Jira Service Management).
• Cloud computing concepts (IaaS, PaaS) and basic AI‑as‑a‑Service knowledge.
• Identity and access management basics (Keycloak, Microsoft Entra ID).
• Kubernetes or OpenStack fundamentals.
• Familiarity with monitoring tools (Prometheus, Grafana, Nagios).

What we offer

• Competitive compensation, ticket restaurant card and annual bonus.
• Cutting‑edge IT equipment, mobile and data plan.
• Modern facilities, indoor parking, company bus and free beverages.
• Private health insurance, onsite occupational doctor and workplace counselor.
• Hybrid working model with home‑office equipment support.
• Onsite gym, wellness facilities and ping‑pong room.
• Career development tools, mentoring, coaching and personalized learning plan.