
Engineer IT Support
2 weeks ago
Engineer IT Support
Nature and aim of the position
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)
- 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.
**Requirements**:
Profile and education
- IT Education
- 2 years of practical experience in IT Support organizations
- 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 holiday in rotational shifts
- Independent, goal-oriented and self-motivating personality.
- Understanding of the ITIL best practice guidelines (ITIL Foundation certification is a plus).
Specific skills and knowledge
Must-have:
- 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)
- WE OFFER
- 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
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