1st Level B2B Support Engineer - Platinum Technician

We at Nova , are a very young and dynamic team, looking for vibrant and fast thinking "1st Level B2B Support Engineer - Platinum Technician" to be part of our "B2B Support team".

You have a challenging mission for:

Providing 24/7 technical support to telecom/hosting customers, resolving issues and service requests, escalating complex cases to 2nd level, and ensuring timely customer communication and SLA compliance.

What will you do:

• Provide 24x7x365 - 1st level technical support for B2B & Wholesale Telecom or Premium Hosting Managed Services (Data, Voice, Secure Sdwan, Cloud, Dedicated Hosting etc) via phone or email
• Resolve customer faults & basic change services requests
• Escalation unresolved issues & change requests at 2nd level
• Provides regular customer updates for faults & requests via phone or email
• Confirm with customers the resolution of faults & change request
• SLA claims calculation & reports for VIP Customers

It would be nice if you have:

• BSc or MSc in Computer Science, Information Security or related degree
• Experience in support of Telecom services based on multi-vendor equipment's (Cisco, Fortinet, Mikrotik)

• Certifications are desirable (Fortinet NSE2, Cisco CCNA)
• Basic knowledge of IP Telephony & SIP Protocol
• 1-year Hands-on basic experience in understanding ISP network & systems topologies or Corporate Customers Large networks topologies
• Good knowledge of TCP/IP & routing, information security principles & practices. Good Knowledge on Internet-centric applications & protocols such as: HTTP, SMTP, SSL, SSH, SNMP, DNS.
• Efficient communication skills with customers and internal stakeholders
• Fluent in English and Greek

What you will get:

• Annual Bonus to celebrate your achievements.
• Wellness programs to keep yourself fit.
• Mobile voice and data to talk.
• Discounts on Nova Fixed / Mobile / TV for you, friends, family.
• Flexy work from home to balance your life.
• Private Insurance program to check up on your health.
• Toddlers allowance to daycare your kids.
• Continuous learning and development opportunities