Service Desk Support Agent

Company ProfilenLighten is a European platform of distributed edge data centers, designed to meet the growing demand for AI, 5G, and hybrid cloud deployments. As a rapidly expanding provider, we offer scalable colocation hubs and best-in-class energy solutions across Europe. Our innovative and sustainable approach to digital infrastructure ensures reliability, efficiency, and future-ready solutions for our clients. nLighten’s current footprint is 34 data centers in 7 European countries, with the ambition to grow to 100 sites during the next 3-4 years.Learn more about us: www.nlighten.comAbout the RoleWe are looking for a proactive and customer-focused Service Desk Support Agent to be the first point of contact for customer inquiries and incident reports. You will play a critical role in ensuring smooth operations by directing requests to the right teams, tracking service tickets, and escalating issues when necessary. This role is ideal for someone with strong communication skills, service desk experience, and a keen ability to prioritize tasks in a fast-paced environment.Key ResponsibilitiesAct as the first line of support for customer queries via phone and email.Log and manage tickets using Salesforce and other internal systems.Direct tickets to the appropriate internal teams, primarily operations and network teams.Monitor open tickets, ensuring timely updates and escalations when required.Advocate for customers by escalating ongoing issues and following up on resolutions.Assist customers with understanding processes, policies, and tools.Support internal reporting on ticket volumes, trends, and resolution times.Coordinate customer communications related to incidents and maintenance.Maintain and update customer information within relevant systems (iTop & Salesforce).Collaborate with operations and other internal teams to ensure seamless service delivery.What We’re Looking ForService desk experience and an understanding of service desk operations.Strong communication skills with the ability to handle language barriers effectively.Team player, self-sufficient, and capable of thinking outside the box.Background in customer service, IT service desk, or a similar role.Experience in the data center industry is a plus.Proficiency in Salesforce, Outlook, and Dropbox.Fluency in English & French is a mustAbility to handle and prioritize a high volume of ticketsComfortable working in a structured shift-based environmentWhy Join Us?High-growth environment: Be part of an expanding team with opportunities to grow laterally and vertically.Impactful role: Play a key role in maintaining operational excellence across a growing data center network.Strategic influence: Work closely with facility management, ensuring seamless and secure operations.If you have the right experience and are excited about contributing to the next evolution of edge data centers, we’d love to hear from you!Apply now and be part of our journey toward a more connected, efficient, and sustainable digital future.Background Check & Screening All selected candidates will undergo a background check to ensure a safe workplace, protect company assets, and comply with regulations.Diversity & Inclusion Statement nLighten is an equal opportunity employer. We are committed to fostering an inclusive and diverse workplace, and we encourage applications from candidates of all backgrounds. Even if you do not meet every requirement listed, we welcome your application. We particularly encourage women and individuals from underrepresented groups to apply.