Engineer IT Support - 1st level

Global Blue Slovakia s. r. o.

Place of work
Vienna, Austria
Contract type
full-time
Wage (gross)
2 000 EUR/month14th salaries + 10% bonus + On Call Duty

Information about the position

Job description, responsibilities and duties

Nature and aim of the position

You will be part of the Global Blue Service Center team as an Engineer IT Support. This team is the global IT 1st level support team, focused on supporting, monitoring and managing systems, applications, networks and data centre-based services for Global Blue (GB) Technology. The team is also the central point of contact for both internal and external customers regarding Global Blue Technology services, providing excellent customer service.

You will ensure that any incidents and/or requests are duly logged in the ticketing system, and correctly handled according the SLA/OLA terms, following GB’s standard processes and ITIL best practices. In case of major incident, you will liaise with the 2nd level support teams to ensure a fast recovery of the services and maintain all stakeholders (internal and external) updated on the status of the incident.

You will work following a rotational 24/7 shift model, including nights, weekends and public holidays .

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.
Provide exceptional customer service, including timely and frequent updates on the status of the tickets and major incidents to requesters and stakeholders.
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.
Shift work including night shifts, weekends and/or public holidays.

Employee perks, benefits

OUR OFFER
Work on Global Blue’s key projects to drive innovation inside the Tax Free Shopping industry
International environment, inspiring colleagues with more than 35 nationalities where English is the official working language
Flexible working time and distance/remote work in order to protect health of our employees and their families during the pandemic situation.
State of the art office environment well connected to the public transportation system
Other benefits: well-being including discount for gym, meal vouchers, language courses, company doctor etc.

Information about the selection process

Please provide your English CV. Only suitable candidates will be contacted.

Requirements for the employee

Candidates with education suit the position

Secondary with school-leaving examination
Follow-up/Higher Professional Education
University education (Bachelor's degree)

Educational Specialization

IT, Computer Science

Language skills

English - Advanced (C1)

Other knowledge

Microsoft Windows - advanced
Microsoft Office - advanced
Microsoft Active Directory - advanced
System Center Operations Manager (SCOM) - basic
BMC Remedy OnDemand - basic
Microsoft SharePoint - basic
Microsoft Exchange - basic
Citrix - basic

Number of years of experience

IT support
2

Personality requirements and skills

Profile and education

IT education (must be completed).
Min. 2 years of practical experience supporting and working with IT systems.
Fluent in English (level B2 or above), other languages as an advantage.
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 best practice guidelines (ITIL Foundation certification is a plus).
Willingness to work nights, weekends and public holidays in rotational shifts.
Specific skills and knowledge

Must-have:

Microsoft Windows OS (client and server)
Microsoft Office suite
Networks and telecommunications (basic knowledge)
Microsoft Active Directory
File and folder access management
Optional (as an advantage):

System Center Operations Manager (SCOM)
BMC Remedy
Microsoft Exchange
Microsoft SharePoint
Citrix XenApp
Microsoft Office 365

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.
https://www.globalblue.com/corporate/about-us/who-we-are

Number of employees

50-99 employees

Company address

Global Blue
Handelskai 92
1200 Vienna
https://www.globalblue.com/

Contact

Kontaktná osoba: Ing. Hana Krčová
E-mail: poslať životopis
ID: 4026051  Dátum zverejnenia: 27.1.2021  Základná zložka mzdy (brutto): 2 000 EUR/month