Service Support Expert

Qualco Group; Kentucky; Hybrid; USD 40,000 - 60,000; Full time

Benefits offered by this job

Annual bonus

Ticket restaurant

Health insurance

Job summary

Quento Technologies S.A., the ICT arm of the Qualco Group, seeks 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 requests, logging, handling, and resolving or escalating incidents within approved service levels.

Your role includes incident triage, ticket logging, classification, prioritization, and end-to-end lifecycle management in alignment with ITIL frameworks.

Qualifications

• University degree in Computer Science, IT, or related field.
• 3–5 years of experience in a Service Desk or technical support role.
• Solid experience with ITIL-aligned processes and ITSM tools.
• Strong communication and client-facing skills in Greek and English.

Responsibilities

• Provide 1st level support as the single point of contact for customers and internal requests.
• Log, triage, and escalate incidents following ITIL processes and SLAs.
• Coordinate with Level 2 teams for escalated issues and track tickets to resolution.
• Maintain knowledge base articles and participate in knowledge transfers.
• Support service setup activities and contribute to process improvements.

Skills

Service Desk

ITIL

Customer facing

Communication

Ownership

Education

University degree in Computer Science/Information Technology

Tools

ServiceNow

GLPI

Jira Service Management

Job 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.

At Quento Technologies S.A. we empower our people to innovate and lead in delivering transformative ICT solutions to our clients worldwide.

Quento 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.

This 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.

Your responsibilities will entail:

• Provide 1st level support as the single point of contact for platform customers and for internal requests from the technical teams;
• Pick up incidents, service requests through the ITSM platform in line with ITIL processes;
• Perform 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.
• Track tickets against SLAs and provide timely updates to customers and internal teams through to closure;
• Co-operate efficiently with Level 2 technical teams and coordinate end-to-end ticket resolution;
• Fulfil standard Service Requests, including user and access provisioning, following approved procedures;
• Maintain knowledge base articles and support procedures, and participate in knowledge transfer and service transition activities;
• Participate in Service setup activities as ITSM processes definition, ITSM tool setup and configuration. Support the continuous improvement of the service with creative proposals;

• Ensuring 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.

• University degree in Computer Science, Information Technology, or a related field;
• 3–5 years of experience in a Service Desk or technical support role, ideally in a cloud or enterprise environment;
• Solid experience working within ITIL-aligned processes and ITSM tools (e.g. ServiceNow, GLPI, Jira Service Management);
• Client-facing with an excellent phone manner and a high level of ownership and attention to detail;
• Strong corporate mindset with an understanding of operational compliance, SLAs, and effective cross-departmental collaboration;
• Excellent written and verbal communication skills in Greek and English.

Technical Knowledge

• Good understanding of cloud computing concepts and services (IaaS, PaaS);
• Basic understanding of AI services provided by cloud providers (AIaaS, GPUaaS);
• Identity and access management basics (Keycloak, Microsoft Entra ID or other platforms);
• Kubernetes or OpenStack fundamentals;
• Basic understanding of infrastructure monitoring platforms like Prometheus, Grafana, or Nagios;
• ITIL 4 Foundation Certification will be considered as an asset.

Your Life @ QualcoGroup

On top of challenging work environment, we are offering:

Competitive compensation, ticket restaurant card, and annual bonus programs
Cutting-edge IT equipment, mobile and data plan
Modern facilities, free coffee and beverages, indoor parking, and company bus
Private health insurance, onsite occupational doctor, and workplace counselor
Flexible working model, hybrid benefits & home equipment benefits
Onsite gym, wellness facilities, and ping pong room
Career and talent development tools
Mentoring, coaching, personalized annual learning and development plan
Employee referral bonus, regular wellbeing, ESG and volunteering activities

Your 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.

Disclaimer: 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 Recruitment Notice, before the submission of your application.