Engineer IT Support

Global Blue; Wien; Vor Ort; EUR 30 000 - 50 000; Vollzeit

Zusammenfassung

A leading company in the technology domain is seeking an IT Support Specialist to join their team in Vienna. The ideal candidate will possess a strong IT background, exceptional customer service skills, and a readiness to work in a rotating shift schedule. Responsibilities include providing first-level support, troubleshooting issues, and maintaining system documentation. This role offers an opportunity for growth within a dynamic team, making it perfect for motivated individuals looking to make a significant impact.

Qualifikationen

• Minimum 2 years practical IT support experience.
• Fluent in English (B2 or above).
• Excellent analytical and communication skills.

Aufgaben

• Provide 1st level support for GB Technology systems.
• Ensure ticket handling meets SLA and OLA terms.
• Analyze and resolve incidents, escalating as needed.

Kenntnisse

Microsoft Windows OS

Microsoft Office

Basic Networks and telecommunications

Microsoft Active Directory

File and folder access management

Ausbildung

IT education (HTL, FH or University)

Tools

System Center Operations Manager (SCOM)

ServiceNow

PowerShell

Python

Microsoft Exchange

Jobbeschreibung

Social network you want to login/join with:

• 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: morning, day and late afternoon shifts with rotating weekend shifts.

Additional: Division of work in percentage (please note that this is subject to change depending on business):

• Administration – [60%]
• Reports Management – [15%]
• Business Development - [0%]
• Customer Service - [25%]

Main KPI’s

• Request percentage meeting SLA/SLO
• Mean time to resolve requests
• Count of created and reviewed KB articles
• Analysis
• Communication
• Results orientation
• Customers & Market orientation
• Autonomy

Skills

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)
• 4me or ServiceNow (ITSM)
• Scripting (e.g. PowerShell, Python, PHP)
• Microsoft Exchange
• Microsoft Office 365 (including SharePoint)
• Remote Desktop Services (e.g. Citrix XenApp)
• Log Management and Analysis (e.g. Splunk)

Qualifications and education requirements

• IT education (HTL, FH or University and must be completed).
• Min. 2 (max. 12) 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.