IT/HelpDesk Technician, Athens
Atypon Systems, Greece
Job Description
About Atypon/Wiley
Atypon (www.atypon.com), a John Wiley amp; Sons company, is the world’s largest technology company in the scholarly and professional publishing industry. Headquartered in Silicon Valley, California, and spread in five different countries, Atypon is renowned for its technological leadership when it comes to management and online delivery of professional and scholarly publisher content. Atypon's online publishing platform hosts more than 50% of the English-language Science, Technical, Engineering and Mathematics (STEM) publications in the world.
About the Role
We are looking for an IT HelpDesk specialist to provide technical support to users in an efficient and accurate manner. You will be considered as the firm’s front-liner and you will solve basic technical problems and provide support for all assigned areas.
Your responsibilities will among others include the following tasks:
- Provide technical support to users by researching and answering questions, troubleshooting problems, and maintaining workstation and LAN performance
- Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
- Provide answers to employees by identifying problems, researching answers, and guiding employees through corrective steps
- Improve employee references by writing and maintaining documentation
- Improve system performance by identifying problems and recommending changes
- Update job knowledge by participating in educational opportunities and maintaining personal networks
- Accomplish information systems and organization mission by completing related results as needed
- Serve as the first point of contact for employees seeking technical assistance over chat or email
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Determine the best solution based on the issue and the details provided by the employee
- Provide accurate information on IT products or services
- Record events and problems and their resolution in logs
- Follow-up and update employees status and information
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Identify and suggest possible improvements on procedures
- Maintain daily performance of computer systems
- Write training manuals
- Install, modify, and repair computer hardware and software
- Clean up computers
- Run reports to determine malfunctions that continue to occur
Requirements
- Proven experience as a HelpDesk technician or other customer support role
- Tech savvy with working knowledge on office automation products, databases and remote control
- Good understanding of computer systems, mobile devices and other tech products
- Ability to diagnose and resolve basic technical issues
- Proficiency in English, written and oral
- Excellent communication skills
- Customer-oriented and cool-tempered
- BSc/BA in IT, Computer Science or relevant field
Necessary Skills
- Problem solving
- LAN knowledge
- Verbal communication
- Operating systems
- Employees' service
- Quality focus
- PC proficiency
- System administration
- UNIX/Windows/Mac system administration
Benefits
- Unique opportunity to work with a Silicon Valley technology company in Athens
- Competitive compensation package
- Opportunity to grow in a fast moving amp; dynamic organization
- Private health insurance
- Pension plan with employer contribution
- Flexible working hours
- Merit-based performance evaluation and objective setting
- On-the-job training and career growth opportunities
- Early Fridays during summer
- Extended paid parental leave
- Employee assistance program available