Application Support Engineer (2nd level support)

Global Blue
  • Wien
  • Vollzeit
  • Berufserfahrung
  • 15.4.2019

Global Blue invented the concept of Tax Free Shopping almost 40 years ago and is now the worldwide industry leader, enhancing the Globe Shopper experience and creating value for retailers and partners through a range of products and services. Global Blue's Tax Free Shopping solutions allow thousands of retailers, including most of the world's leading luxury, fast fashion and department store brands, to quickly and securely offer Globe Shoppers savings of up to 20% when shopping in 305,000 stores around the world. Global Blue's IT headquarters is located in Vienna.

www.globalblue.com

Application Support Engineer
(2nd level support)

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The holder of this position will report directly to the Service Delivery Manager, Front Office Operations - Stamping and Refunding and is responsible for supporting all Global Blue business applications assigned - validation and refunding related.

As part of the application support team the position cooperates with internal departments (Infrastructure and Operations teams, Engineering teams) and external vendors to constantly improve the delivery of Global Blue's business applications.

The position is based in Vienna and could require sporadic travelling.

Responsibilities

  • resolving assigned incidents within SLA
  • providing 2nd level support for the assigned IT services
  • maintaining effective communication channels with all parties involved
  • initiating and driving problem management activities in order to permanently remove incident root causes
  • cooperating with external vendors and internal departments who act as 1st, 2nd (other 2nd level departments) and 3rd level support
  • provide procedures, check lists and other documents for GBIT Service Center (1st level support) and other stake holders (feed the solutions and known errors database)
  • plan, document and perform changes and extensions for the applications managed

Requirements

Profile and education

  • relevant IT and/or business administration related education concluded
  • customer service oriented
  • operational "hands-on" attitude
  • good understanding of and proven efficiency in:
  • business processes and applications
  • SQL query tools
  • reporting tools
  • basic scripting and/or programming skills:
  • broad-based general IT competence
  • strong analytical, problem-solving and organizational skills
  • independent and self-motivating personality
  • high quality standard levels
  • excellent English language skills (oral & written)
  • 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

Specific skills and knowledge

  • minimum 2-4 years of professional experience in a similar application support role
  • hands on experience in supporting business applications in large or medium scale environments
  • experience in collaboration with software development teams or outsourcing contractors
  • proven ability to work in a matrix organization with teams distributed in different time zones
  • work experience within an international environment (desirable)
  • good database know how of MS SQL
  • desirable: experience in end user training
  • desirable: ITIL certification

WE OFFER

As an employee of Global Blue, you will receive an outstanding total compensation and performance-related salary plan depending on your professional and personal qualifications. As we believe your compensation goes beyond your pay check, we offer a competitive salary plus yearly bonus, as well as a wide range of other perks and benefits:

  • Training,
  • Good location close to public transport,
  • Well-being, company doctor, meal vouchers
  • Referral bonus
  • Challenging jobs
  • International environment
  • Team building, party and events

Benefits

Flexible working time

Training

Good location close to public transport

Wellbeing, company doctor, meal vouchers

Referral bonus

Challenging job

International environment

Team building, party and events

Please send us your up-dated English CV with a short motivation letter highlighting your suitability for the job.

Global Blue guarantees a competitive and performance-related salary depending on your professional and personal qualifications. The minimum offered salary for this position starts from 41.000 EUR p.a., however, the total compensation is a subject of individual agreement.
As required by Austrian federal law we hereby state, that the legal annual minimum compensation according to the Austrian collective agreement amounts to EUR 34.182,96 .

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Global Blue

Sonstige Branchen
101 - 500 Mitarbeiter

Über uns

Global Blue invented the concept of Tax Free Shopping almost 40 years ago and is now the worldwide industry leader, enhancing the Globe Shopper experience and creating value for retailers and partners through a range of products and services: Global Blue’s Tax Free Shopping solutions allow thousands…

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