Engineer IT Support

Global Blue pioneered the concept of Tax Free Shopping 40 years ago. Through continuous innovation, it has become the leading strategic technology and payments partner, empowering merchants to capture the growth of international shoppers.

http://www.globalblue.com/corporate

Engineer IT Support

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Location:

Vienna, Austria

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.

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

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.

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 guaranteed legal annual Min. compensation according to the Austrian collective agreement amounts to 29325,52 EUR however, the total compensation is a subject of individual agreement

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