PPC Fibergrid

PPC Fibergrid - Technical Support Specialist (Attiki)

The world of energy is constantly growing and evolving At PPC FiberGrid, we seek people with enthusiasm, knowledge, and positive energy, who want to take their career one step further. With a sense of team spirit, trust, and empathy, we strive to create a work environment with equal opportunities and respect for everyone, without discrimination.

If you are interested in personal and professional development in a pleasant environment with favorable benefits, we invite you to submit your application today.

Join PPC FiberGrid

As an integral part of the Technical Support Unit, in Fulfilment & Technical Support Department the Technical Support Specialist is responsible for managing 2nd level technical support requests from customers. This role involves conducting remote diagnostics, maintaining constant communication with internal departments and external partners, and ensuring the prompt and effective resolution of technical issues to uphold the organization's commitment to service excellence.

Responsibilities:

• Handles customer technical requests ensuring timely and effective resolution
• Conducts quality assurance checks on the services provided, utilizing remote diagnostic tools such as Centralized OTDR, Element Management Systems, and CPE Management platforms
• Communicates with and coordinates the cross-departmental teams involved in the resolution of technical issues
• Oversees the flow of incoming requests, identifies patterns, and investigates potential large-scale network disruptions
• Updates the request report by collecting and recording all required information
• Analyzes network performance quality reports, providing valuable feedback to enhance organizational service standards.
• Escalates
  complex technical requests in collaboration with the supervisor, ensuring critical issues receive prompt attention

Requirements:

• Studies preferable in Telecommunications and Computer Networks or related field of technological or exact sciences with minimum education level IEK (Institute of Vocational Training)
• At least one (1) year of experience in Telecommunications or related High Technology industry
• At least two (2) years of experience in technical requests management departments
• Experience in: network measurements and customer equipment configuration, ticketing and CRM systems usage
• Understanding of: fibre optic network architecture and its individual components, IPv4, Ipv6, VoIP, SIP, OLM/OPM, OTDR, DHCP, provisioning process
• Good Knowledge of English Language
• Familiarity with data analysis and presentation programs is desirable
• Availability for shift work

Competences:

• Growth Mindset
• Determination and Result Orientation
• Customer-centric approach
• Teamwork & ability to collaborate
• Effective time management and prioritization
• Effective conflict management in order to provide assistance and quickly resolve problems of cooperation between multiple stakeholders

Benefits:

• Inclusive work environment
• Continuous training & participation in development activities
• Group health and life insurance program
• Reduced electricity tariff