ITT is an industrial manufacturer of critical, engineered components that serve fast-growing end markets in transportation, flow, energy, aerospace and defense. The company’s differentiation is sustained through a combination of several factors: execution, the quality of its leadership and our DNA as an engineering leader. We have a clear purpose as an organization: to provide our customers with cutting-edge solutions to help solve their most critical needs.

 The company generated 2023 revenues of $3.3 billion and is comprised of three distinct segments: 

• Motion Technologies ($1.5B revenue) is a global leader in brake pads, shock absorbers and sealing solutions for the automotive and rail markets
• Industrial Process ($1.1B revenue) is a global leader in centrifugal and twin-screw pumps for the chemical, energy, mining and industrial markets
• Connect & Control Technologies ($0.7B) is a niche player in harsh environment connectors and control components in critical applications for the aerospace, defense and industrial markets.

 ITT is headquartered in Stamford, Connecticut with over 10,000 employees in more than 35 countries and sales in approximately 125 countries.

The purpose of the role is to provide a single point of contact for all users in ITT’s computing environment for the resolution and processing of IT incidents and requests. This position supports all information technology needs of our global end user community. Supported to the furthest extent possible is the computing hardware and software associated with these activities such as desktops, laptops, mobile phones and peripherals. This support is accomplished in a timely and accurate fashion with focus on the highest level of customer service.

Our Technical Assistance Centre (TAC) team operates 24/7 across the US and Greece. Operational hours in Greece, are from Monday to Saturday and specific Bank Holidays, and working hours are from 06.00 am to Midnight. You need to be able to work on rotating shifts and occasionally to able to be an On Call status (Saturdays / Bank Holidays). Working week will be Monday - Friday or Tuesday - Saturday. 

You will be working on first level support, for internal & external end users on a global level and across different timezones, receiving emails & phone calls, recording those cases and resolving or escalating accordingly. Main tickets are related to hardware/software, account access, password recoveries in addition to incident triage.

• Technical Vocational Degree or Bachelor's Degree in Computer Science, Information Sciences or related field.
• 1-2 years experience in a relevant role, as Technical Support Agent or Desktop Engineer or IT Support.
• Well versed in computer hardware and software systems in an enterprise environment (for remote troubleshooting / remote hardware diagnosis).
• Familiarity with corporate Active Directory Environment.
• Proficient with technical troubleshooting methodologies and experience in initial troubleshooting of IT related issues.
• Experience in a high contact volume fast paced environment
• Exceptional verbal and written customer service skills
• Very good knowledge of English language, as this will be the working language and you will be supporting end users from all around the globe.
• Working knowledge of a range of diagnostic utilities used in the troubleshooting of technical issues.
• Willingness to adjust schedules in a mutually agreeable manner in order ensure proper coverage for helpdesk services (covering for teammates on holiday, etc.).
• Strong ability to apply proven troubleshooting methodologies to quickly diagnose and resolve issues.
• Highly effective interpersonal skills and relationship-building skills.
• Strong written and oral communication skills.
• Ability to present technical ideas in a manor appropriate to varying end user competency.
• Understanding of your own role in contributing to the organization’s goals and objectives.
• Strong analytical and problem-solving abilities, with very keen attention to detail.
• Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.
• Strong ability to work in a team-oriented, collaborative environment.
• Strong customer-service and strong commitment to acting in  the customer’s best interest.
• Adept at reading, writing, and interpreting technical documentation and procedure manuals.
• Ability to conduct ad-hoc research into hardware and software issues and products as required.
• Ability to adapt technical concepts and terminology to align to the end user’s level of technical expertise  
• General understanding of ITIL concepts used in corporate computing environment will be highly appreciated.

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