Nature and aim of the position
The holder of this position will work in the Global Blue Field Service team as an engineer focused on supporting Global Blue IT systems infrastructure on branch offices, refund offices, refunding agents and merchants who use Global Blue issuing solutions.
Will be responsible for providing Level 1 support for Global Blue issuing solutions and handling given tasks related to issuing solution deployments and maintenance as well as handling deployments and maintenance of all Global Blue standard hardware.
This role is based in Austria (Vienna) but will require close cooperation with other decentralised IT teams and international 3rd parties.
The candidate must have a strong service ethic & good communication skills as the role is client-facing dealing directly with Global Blue employees and external partners.
Main duties and responsibilities
Functional Duties
- Handle deployment, support, maintenance and decommissioning of Global Blue decentralized IT systems
- Provide Level 1 support for GB issuing solutions and handle given tasks related to all issuing solution implementations and maintenance.
- Ensure IMACD (Installation, Move, Add, Change, and Disposal) of decentralized IT hard- and software within agreed SLA terms.
- Assist the incident resolution process at locations with on-site staff.
- Act as 2nd level support and coordinator for decentralized IT incidents and issuing solutions incidents when it is reasonable and when cases are not directly handled by the Service Center.
- Accept, coordinate and prioritize all “customer” requests assigned in ticketing system keeping very high the level of communication with GB Central Team.
- Ensure correct and timely ticket handling (initiate, track, update and close tickets).
- Ensure diagnostic, classification and fault Isolation of incidents and assess priority and severity.
- Coordinate incident resolution across 2nd and 3rd level.
- Assist in root cause analysis.
- Ensure that all internal and external SLA terms and conditions are met
- Stay up to date with current and upcoming technologies and concepts within his area of responsibility
- Ensure the fast restore of services across all IT systems by identifying and implementing fixes or workarounds.
- Write and improve knowledgebase pages for employees (incl. manuals and FAQs)
Support and Improvement Role
- Perform network and system changes together or after preparation with 2nd level support teams
- Prepare specifications, installation and testing of computer systems and peripherals within established guidelines
- Contribute to audits
- Perform regular reviews
- Contribute to workflow optimizations and service catalogue setup
Key competencies
- Minimum 2-3 years of practical experience working with IT systems
Technical skills (1 year or more in one of the below areas):
- Windows, Android, Apple products
- Networking and telecommunications (WAN, LAN, VOIP)
- Active Directory, GPOs, Remote deployment servers
- SCCM, Autopilot, Azure AD, MS Endpoint manager, Intune
- Collaboration tools: Teams, Confluence, SharePoint
- Windows 2012 Servers
- Good English and German language skills (oral & written)
Experience
- Applicable IT education
- Excellent analytical and problem-solving skills
- Customer service oriented, with operational “hands-on” attitude
- high quality standards, accuracy and risk awareness
- excellent communication skills, especially within a multicultural global organization
- Independent, goal-oriented and self-motivating personality
- Organizational skills and the ability to prioritize workload
- Some understanding of the ITIL v3 ITSM best practice guidelines (ITIL foundation certification is a plus)
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