Assistant Engineer IT Support

  • Wien, Bratislava
  • Vollzeit, Teilzeit
  • Berufserfahrung
  • 22.1.2022

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.

Assistant Engineer IT Support

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Nature and aim of the position

You will be part of the Global Blue Service Center team as an Assistant Engineer IT Support. This team is the global IT 1st level support team, focused on supporting, monitoring and managing systems, applications, networks and datacentre-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.
As member of the 1st level of support you will ensure that any incidents and/or requests are duly logged in the ticketing system and correctly handled according to the SLA/OLA terms, following GB's standard processes and ITIL best practices.
You will work in a rotational shift model in one of the 3 major shifts (morning, afternoon, night).

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.
  • Shift work including night shifts, weekends and/or public holidays. Overtime pay included

Profile and education

  • IT education - either a student or fresh graduate
  • Min. 1 year of practical experience supporting and working with IT systems.
  • Fluent in English (level B2 or above), additional languages are an advantage
  • Great analytical, organizational, and problem-solving skills
  • Great customer service mentality and communication skills
  • Willingness to work nights, weekends and public holidays in rotational shifts.

Specific skills and knowledge


  • Microsoft Windows OS (client and server)
  • Networks and telecommunications (basic knowledge)
  • Microsoft Active Directory
  • File and folder access management

Optional (and beneficial):

  • System Center Operations Manager (SCOM)
  • Microsoft Office 365 (including SharePoint)
  • BMC Remedy
  • Microsoft Exchange
  • Scripting (e.g. PowerShell)
  • Monitoring (e.g. Nagios)
  • Remote Desktop Services (e.g. Citrix XenApp)
  • Log Management and Analysis (e.g. Splunk)


Global Blue offers a fast-paced, team environment. 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 paycheck, we offer a competitive salary plus yearly bonus, as well as a wide range of other perks and benefits:

  • Work in fast-growing international company and industry
  • State of the art office environment well connected to the public transportation system and with good infrastructure
  • International environment and inspiring colleagues from many different countries (35 nationalities)
  • Employee benefits and building events
  • Varied, interesting and challenging job
  • Flexible working time and remote/distance working due to pandemic situation

Global Blue guarantees an attractive, competitive and performance-related compensation package based on your professional and personal qualifications as well as on market-oriented salaries and, therefore, our compensation package is significantly above the stated minimum salary. As required by Austrian federal law we are obliged to disclose the minimum annual compensation according to the respective Austrian collective agreement for this position, which amounts to EUR 27406,96 gross annual.

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