Service Desk Engineer (1st level support) to Vienna

Global Blue Slovakia s. r. o.

Place of work
Apollo BC, Prievozska 4D, Bratislava, Bratislava region, Austria
Contract type
full-time

Information about the position

Job description, responsibilities and duties

Service Desk Engineer (1st level support)

Unit: GB Technology
Reports to: Manager Service Center Europe - Technology
Location: Vienna, Austria

Nature and aim of the position
The successful candidate will work in the Global Blue Service Center team as an Engineer IT Support focused on supporting, monitoring and managing systems, applications, networks and datacentre-based services for Global Blue (GB) Technology.
This role is based in Vienna but will require close collaboration with the Service Center team in Singapore.
The candidate must have a strong service ethic and good communication skills, as the role is client facing dealing directly with employees (B2E) and business partners (B2B).
The successful candidate will work in the Global Blue Service Center team as an Engineer IT Support focused on supporting, monitoring and managing systems, applications, networks and datacentre-based services for Global Blue (GB) Technology.

This role is based in Vienna but will require close collaboration with the Service Center team in Singapore.
The candidate must have a strong service ethic and good communication skills, as the role is client facing dealing directly with employees (B2E) and business partners (B2B).


Main duties and responsibilities
Provide 1st level support activities for all GB Technology systems following ITIL processes.
Ensure correct and timely ticket handling to meet all internal and external SLA and OLA terms.
Ensure diagnostic, classification, fault isolation of incidents, and assess priority and severity
Analysis, troubleshooting and resolution of incidents following incident management process, including escalation to 2nd, 3rd level and 3rd parties to ensure the fast restoration of services.
Maintain “follow-the-sun” ticket resolution and routing between involved Service Center teams and other IT departments.
Provide exceptional customer service, including timely and frequent updates on the status of the tickets and major incidents to requesters and stakeholders.
Identify, select, implement, configure and maintain monitoring and alarming systems (SCOM and Nagios).
Maintain and update the knowledge base articles for employees and engineers.
Trigger and update problem management by correlating incidents and identifying patterns
Weekday shift work (including shift from 15:00 until 23:30) and Saturday shifts (about once every 4-6 weeks)

Reporting and collaboration
The holder of the position reports directly to the Manager Service Center Europe

Requirements for the employee

Candidates with education suit the position

Secondary with school-leaving examination
University education (Bachelor's degree)

Language skills

English - Advanced (C1)

Computer skills - user

Microsoft Windows - advanced

Computer skills - administrator

Windows server administration - advanced

Number of years of experience

2

Personality requirements and skills

Profile and education
· IT education (must be completed).
· excellent analytical, organizational and problem-solving skills.
· excellent customer service mentality and communication skills.
· high quality standards, accuracy and risk awareness.
· independent, goal-oriented and self-motivating personality.
· understanding of the ITIL v3 ITSM best practice guidelines (ITIL Foundation certification is a plus).
Specific skills and knowledge
· minimum 2 years of practical experience supporting and working with IT systems.
· technical skills:
Microsoft Windows desktops
Microsoft Windows servers
Microsoft Active Directory
BMC Remedy
-Optional:
System Center Operations Manager
Microsoft Exchange
PowerShell scripting
Nagios
Citrix
· Language: English fluent (corporate language), other languages as an advantage.

Advertiser

Brief description of the company

Global Blue is the expert on international traveller shopping and spending. Today, the strength of our organisation and global presence enables us to provide over 63 000 travellers with Tax Free Shopping services every single day and we quickly became the global leader in Tax Free Shopping, facilitating the process for both merchants and shoppers.

Number of employees

200-249 employees

Company address

Global Blue
Apollo BC, Prievozska 4D, Bratislava
821 09 Bratislava
http://www.global-blue.com

Contact

Contact person: Ing. Hana Krčová
E-mail: send CV
ID: 3156591   Dátum zverejnenia: 10.8.2017