Technical Support Engineer
Location: GR, I, Athens
Department: Operations
Employment type: Full-time
Required experience: Entry level
Required education: Bachelor's Degree
Industry: Telecommunications
Function: Engineering
Company profile: Upstream’s mission is to revolutionise the way companies market to consumers through cutting edge technology. This is an opportunity to collaborate with like-minded people in an environment that embraces individual differences and diversity.We offer a challenging and stimulating environment in which employees have the opportunity to work on a vast range of complex projects at the forefront of technical innovation. We are looking for creative, enthusiastic and open-minded individuals to join our innovative team to help both drive our success and uphold our existing reputation within the marketing technology world.What we believeOur values of integrity, perseverance, innovation and respect are at the heart of our company. Our actions are underpinned by these four values, which have become central to Upstream, providing all of our employees with a clear framework from which to make their decisions.1. Integrity & TrustYou are widely trusted and seen as a direct and truthful individual. You present the unvarnished truth in an appropriate and helpful manner, keeping confidences and admitting mistakes without misrepresenting themselves for personal gain.2. PerseveranceYou pursue work and life with energy, drive and a need to finish; you seldom give up before finishing, especially in the face of resistance or setbacks.3. InnovationYou have good judgement about which creative ideas and suggestions will work and a sense about managing the creative process of others. You have the ability to facilitate effective brainstorming and project how potential ideas may play out in the marketplace.4. RespectYou invest time in peers and demonstrates value and reverence for others when due, encouraging co-workers to express opinions and ideas. You promote equality within the workplace, encouraging praise and recognition from employee to employee as well as from the superiors. Professional Development at UpstreamUpstream offers a variety of resources and a range of opportunities to inspire the best possible performance from our employees. Our vast range of departments and global activities provide a strong platform for career development and professional progression. We boast various methods of progression within the company; whether through an upward advancement within a chosen field, expansion across departments or relocation to another office, creating the opportunity to gain both valuable experience and further insight into the international workings of the business. At Upstream, employees have the opportunity to learn new skills, work across different disciplines and global departments and move into new challenges, all within the same company.
Description: As a Technical Support Engineer you will be responsible for monitoring the entire Upstream infrastructure (hardware, software, applications, etc) that is utilized for the execution of the company’s revenue generating campaigns and ensuring that it is operating without any problems. You will also be responsible for quickly detecting, resolving and/or escalating any issues that come up and affect the normal operation of the campaign. Finally, you will provide support to internal users, by executing operational tasks, producing reports and troubleshooting, as well as external users, by handling customer complaints and requests. Key AccountabilitiesContinuously monitor Upstream’s infrastructure (hardware, software, applications, etc) following standard procedures and utilizing all available tools.Identify and investigate possible errors or problems with swift and accurate response on any errors reported by our systems.Follow standard procedures for proper escalation of all incidents to the relevant second level support teams.Ensure proper recording and closure of all incidents.Prepare accurate and timely standard reports and ensure the quality of the outcome.Complete all operational tasks and ad-hoc requests in a timely manner, ensuring the quality of the results.Provide customer support by properly handling and resolving customer/end-user complaints and requests through phone or email.Review and provide feedback on documentation and procedures. Formulate new ideas to improve procedures. 
Requirements: Knowledge, Skills and Experience University degree in Engineering / Computer Science or similar disciplineVery good communication skillsVery good knowledge in oral and written EnglishBasic knowledge of Unix/Linux systems, utilities and scriptingBasic SQL knowledgeExperience in helpdesk support is a plus Personal CharacteristicsSelf-driven with ability to take ownership of issues and follow through to resolutionTroubleshooting and problem solving skillsDependable, reliable, with attention to detailStructured and methodical work style 
Benefits: We offer a competitive salary and additional benefits. By joining the technical team, you will also be exposed to an international environment in a very dynamic and progressive group. 
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