Engineer IT Support

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: morning, day and late afternoon shifts with rotating weekend shifts.

Additional: Division of work in percentage (please note that this is subject to change depending on business):

• Administration – [60%] 
• Reports Management – [15%] 
• Business Development - [0%] 
• Customer Service - [25%] 

Main KPI’s 

• Request percentage meeting SLA/SLO
• Mean time to resolve requests
• Customer satisfaction
• Count of created and reviewed KB articles

Competencies  

• Analysis
• Communication
• Results orientation
• Collaboration & Teamwork
• Customers & Market orientation
• Autonomy

Skills 

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)
• 4me or ServiceNow (ITSM)
• Scripting (e.g. PowerShell, Python, PHP)
• Monitoring (e.g. Nagios, Check_MK)
• Microsoft Exchange
• Microsoft Office 365 (including SharePoint)
• Remote Desktop Services (e.g. Citrix XenApp)
• Log Management and Analysis (e.g. Splunk)

Qualifications and education requirements 

• IT education (HTL, FH or University and must be completed).
• Min. 2 (max. 12) 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.

Gemäß österreichischem Bundesgesetz sind wir verpflichtet, das Mindestjahresbruttogehalt nach dem jeweiligen österreichischen Kollektivvertrag für diese Position bekannt zu geben, welches € 35 490,56 brutto jährlich beträgt. Global Blue garantiert ein attraktives, wettbewerbsfähiges und leistungsgerechtes Vergütungspaket, das sich an Ihren fachlichen und persönlichen Qualifikationen sowie an marktgerechten Gehältern orientiert und daher deutlich über dem angegebenen Minimum liegt!