Service Desk Engineer (1st level support)

Global Blue Service Company Austria
  • Wien
  • Vollzeit
  • Berufserfahrung
  • 14.2.2018

We're experts in the world's fastest growing sector - globe shopping, where consumers from one country shop in another. We introduced the world to Tax Free Shopping over 30 years ago, but now offer a range of great services to help travellers shop and spend wisely in 43 countries around the world. We work with over 270,000 of the world's favourite brands, helping businesses engage with globe shoppers. Our IT headquarter is located in Vienna and we do have offices all over the globe, we're a truly international team.

http://www.globalblue.com/

Service Desk Engineer (1st level support)

OVERVIEW

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

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.

Global Blue guarantees a competitive and performance-related salary depending on your professional and personal qualifications. As required by Austrian federal law we hereby state, that the legal annual minimum compensation according to the Austrian collective agreement amounts to EUR 26.719,98, however the total compensation is a subject of individual agreement.

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Über uns

We are a market-leading provider of financial services for merchants doing business with international travellers. Our network contains 270,000 merchants worldwide in 40 countries. Through that, Global Blue offers services to more than 30,000 travellers every day. Our international structure with offices…

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