Engineer IT Support

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• 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.