{"id":2245562,"url":"https://alion.io/job/qualco-service-support-expert","title":"Service Support Expert","company":{"id":55578,"name":"QUALCO","domain":"qualco.tech","url":"https://alion.io/company/qualco","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"B","score":75,"open_postings":7,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-13T05:45:00Z"}},"role":"Sales","role_family":"Sales","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Athens, Greece"],"countries":["GR"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":30000,"max_usd":76000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":6342},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"GDPR","optional":false},{"name":"Grafana","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Jira","optional":false},{"name":"Keycloak","optional":false},{"name":"Kubernetes","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"Nagios","optional":false},{"name":"OpenStack","optional":false},{"name":"Prometheus","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-10-05T00:00:00Z","employer_posted_date":"2026-10-05","last_verified_at":"2026-10-13T19:25:18Z","board_verified":true,"closed_at":null,"days_open":8,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":8},"description":"At Quento Technologies S.A., the ICT arm of the Qualco Group, we deliver comprehensive and innovative solutions across AI, Digital Engineering, Cloud, and Cybersecurity, helping businesses accelerate digital transformation. With a presence in Greece, Luxembourg, and Belgium, and backed by the expertise of the Qualco Group, we combine deep technical knowledge with strategic partnerships to support business growth.\nAt Quento Technologies S.A. we empower our people to innovate and lead in delivering transformative ICT solutions to our clients worldwide.\nQuento Technologies S.A. seeks a highly motivated and experienced a Service Support Expert to join our customer’s 1st Level Service Desk team supporting a large-scale private AI cloud platform.\nThis role is the first point of contact for our customers and for internal requests from our technical teams, ensuring that every incident and request is logged, handled, and resolved or escalated within agreed service levels.\nYour responsibilities will entail:\nProvide 1st level support as the single point of contact for platform customers and for internal requests from the technical teams;\nPick up incidents, service requests through the ITSM platform in line with ITIL processes;\nPerform ticket triage, incident resolution & appropriate escalation: Accurately logging, classifying, prioritizing, and managing the end-to-end lifecycle of Incidents and Service Requests in alignment with ITIL frameworks, while delivering first-line investigation, diagnosis, and resolution of end-user technical issues and seamlessly escalating complex cases to Level 2 support group. \nTrack tickets against SLAs and provide timely updates to customers and internal teams through to closure;\nCo-operate efficiently with Level 2 technical teams and coordinate end-to-end ticket resolution;\nFulfil standard Service Requests, including user and access provisioning, following approved procedures;\nMaintain knowledge base articles and support procedures, and participate in knowledge transfer and service transition activities;\nParticipate in Service setup activities as ITSM processes definition, ITSM tool setup and configuration. Support the continuous improvement of the service with creative proposals;\nEnsuring that all activities and duties are carried out in full compliance with regulatory requirements and supporting the continued implementation of the Group Anti-Bribery and Corruption Policy.\nRequirements\nUniversity degree in Computer Science, Information Technology, or a related field;\n3-5 years of experience in a Service Desk or technical support role, ideally in a cloud or enterprise environment;\nSolid experience working within ITIL-aligned processes and ITSM tools (e.g. ServiceNow, GLPI, Jira Service Management);\nClient-facing with an excellent phone manner and a high level of ownership and attention to detail;\nStrong corporate mindset with an understanding of operational compliance, SLAs, and effective cross-departmental collaboration;\nExcellent written and verbal communication skills in Greek and English.\nTechnical Knowledge\nGood understanding of cloud computing concepts and services (IaaS, PaaS);\nBasic understanding of AI services provided by cloud providers (AIaaS, GPUaaS);\nIdentity and access management basics (Keycloak, Microsoft Entra ID or other platforms);\nKubernetes or OpenStack fundamentals;\nBasic understanding of infrastructure monitoring platforms like Prometheus, Grafana, or Nagios;\nITIL 4 Foundation Certification will be considered as an asset.\nBenefits\nYour Life @ Qualco Group\nOn top of challenging work environment, we are offering:\nCompetitive compensation, ticket restaurant card, and annual bonus programs\nCutting-edge IT equipment, mobile and data plan\nModern facilities, free coffee and beverages, indoor parking, and company bus\nPrivate health insurance, onsite occupational doctor, and workplace counselor\nFlexible working model, hybrid benefits & home equipment benefits\nOnsite gym, wellness facilities, and ping pong room\nCareer and talent development tools\nMentoring, coaching, personalized annual learning and development plan\nEmployee referral bonus, regular wellbeing, ESG and volunteering activities\nYour race, gender identity and expression, age ethnicity or disability make no difference in Quento Technologies S.A. We want to attract, develop, promote, and retain the best people based only on their ability and behavior.\nDisclaimer: Quento Technologies S.A. collects and processes personal data in accordance with the EU General Data Protection Regulation (GDPR). We are bound to use the information provided within your job application for recruitment purposes only and not to share these with any third parties. For more details on the processing of your personal data during the Recruitment procedure, please be informed in the Recruitment Notice, before the submission of your application.","description_format":"text","description_chars":4900,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"Greek","level":"All levels","optional":false}]},"benefits":["Flexible schedule","Health insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Debt Collection & Recovery","Supply Chain","Factoring & Trade Finance"],"lifecycle":[{"event":"open","at":"2026-10-11T02:03:36Z"}],"visa":[],"liveness":{"score":82,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.823,"p_room":1,"age_days":8,"expected_fill_days":37,"reasons":["conf:1","win:early"],"computed_at":"2026-10-13T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/qualco-service-support-expert","json_url":"https://alion.io/job/qualco-service-support-expert.json","meta":{"generated_at":"2026-10-13T22:44:03Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":34692,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":55578},"rest":"https://alion.io/mcp/rest/get_company?id=55578"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fqualco-service-support-expert"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fqualco-service-support-expert"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fqualco-service-support-expert"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/qualco-service-support-expert\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fqualco-service-support-expert"}]}