Purpose of the role
2nd level support helps customers solve more technical issues usually by remote diagnosis via Internet online support in a timely manner. In contrast to the general first level support technician, a 2nd level support worker has to have real technical expertise in order to be able to help the customer
Responsibilities
- Identifies the major activities/responsibilities of the position and statements that clarify key areas where the position must produce key results.
- Resolving assigned incidents within SLA’s
- Providing 2nd and basic 3rd level support for the assigned IT services
- Initiating and Driving problem management activities in order to permanently remove incident root causes
- Cooperating with external vendors and internal departments who act as additional 3rd level support
- Maintaining effective communication channels with all parties involved
- Provide procedures, check lists and other documents for the Service Center (1st level support) and other stake holders (feed the solutions and known errors database)
- Planning, documenting and performing changes and extensions for the applications managed
- Monitoring all relevant Services/Components via Splunk (including creation of dashboards, dedicated queries, alerts, reports, etc…)
Competencies
- Good understanding of business processes and applications, SQL query tools and reporting tools
- Basic scripting and/or programming skills, SQL and Power Shell
- Relevant IT educational background with at least 2 to 4 years’ experience in an application support role
- Operational "hands-on" attitude
- Strong analytical, problem-solving and organizational skills
Skills
- Customer service oriented
- Operational "hands-on" attitude
- Strong analytical, problem-solving and organizational skills
- Independent and self-motivating personality
- High quality standard levels
- Excellent verbal and written communication, interpersonal and team skills, including the ability to work effectively with multinational contacts
- General willingness to travel
- Ability and willingness to work as “on call” engineer (24 hour on call duty)
- Ability to manage and respond to changes in priorities
Qualifications and education requirements
- Relevant IT educational background with at least 2 to 4 years’ experience in an application support role, ideally experience with supporting Windows OS and SQL Servers, ERP/Processing systems
- Good hands on experience in supporting business applications in large or medium scale environments
- Experience in collaboration with software development teams or outsourcing contractors
- Good understanding of business processes and applications, SQL query tools and reporting tools
- Basic ability to debug Power Shell and batch code is a must (ability to read the code)
- Experience within an international environments
- Good database know how of either MS SQL or Oracle
- Basic scripting and/or programming skills, SQL and Power Shell
- Support experience for Splunk and SQL Server desirable
- Support experience Citrix based applications of advantage
- Experience in end user training of advantage
- Desirable: ITIL certification
- Excellent English language skills (oral & written)
Top Skills
What We Do
At Global Blue, we firmly believe that enhancing the shopping experience drives performance.
Our mission is to seamlessly connect shoppers and brands worldwide by simplifying the shopping experience and boosting retailer performance. With over 40 years of industry expertise, we have pioneered Tax Free Shopping and expanded into the Payment and Post-Purchase business.
As a technology partner, we lead our industries with innovative technology and data-driven insights, bringing unparalleled value at every touchpoint along the shopping journey. We support retailers in handling over 35 million Tax Free Shopping transactions every year and our payment partners in elevating the experience of more than 31 million transactions worldwide. Our post-purchase solutions also cater to the needs of over 47m e-commerce shoppers. Listed on the New York Stock Exchange, we generated €20bn Sales in Store and €311M revenue in FY 2022/23.
Our diverse community of over 2,000 employees represent more than 80 nationalities across 53 countries. At Global Blue, we cultivate a culture of empowerment, encouraging our teams to collaborate and support one another.
Together, we innovate, create, and strive towards a brighter future for the businesses we serve.
With Global Blue, enjoy the journey.
