NOC L1 Engineer - 24/7 Global Service Desk

Giesecke + Devrient GmbH; el Prat de Llobregat; Ibrido; EUR 30.000 - 48.000; Tempo pieno

Vantaggi offerti da questo lavoro

Hybrid work

Health insurance

Career development

Transport benefits

Canteen & parking

El Prat location

Descrizione del lavoro

G+D ePayments seeks a Service Desk / NOC L1 Engineer to join the Digital Operations team. You will be part of the first line of operations, monitoring systems and supporting the day-to-day operation of business-critical platforms and infrastructure.

This role acts as the primary contact for customers and internal users, handling tickets and system alerts. Effective communication, troubleshooting, and adherence to ITIL processes are essential in a 24x7 environment.

Competenze

• Minimum 2 years of experience in Service Desk, Helpdesk, or NOC 24/7 global operations.
• Exposure to monitoring/event tools (e.g. OMD, Splunk).
• Hands-on experience with ticketing tools (ServiceNow preferred).
• Diploma or Bachelor’s degree in IT, Computer Science, or related field (preferred).
• ITIL knowledge; ITIL certification is a plus.

Mansioni

• Log, categorize, prioritize, and manage incidents and service requests in ServiceNow, ensuring all required fields are completed.
• Provide timely updates, maintain accurate documentation, and ensure proper ticket lifecycle management.
• Escalate unresolved issues according to defined ITIL processes and escalation matrix.
• Act as the primary contact for customers and internal users via phone, email, chat, and ServiceNow portal.
• Perform shift handovers and ensure continuity of operations, documenting all critical information.

Conoscenze

Customer focus

Communication skills

Problem solving

Teamwork

English proficiency

Spanish proficiency

Formazione

Diploma or Bachelor’s degree in IT/Computer Science or related

Strumenti

ServiceNow

Splunk

OMD

Descrizione del lavoro

G+D ePayments seeks a Service Desk / NOC L1 Engineer to join the Digital Operations team. You will be part of the first line of operations, monitoring systems and supporting the day-to-day operation of business-critical platforms and infrastructure.

This role acts as the primary contact for customers and internal users, handling tickets and system alerts. Effective communication, troubleshooting, and adherence to ITIL processes are essential in a 24x7 environment.