Engineer IT Support - 1st level

ature and aim of the position

You will be part of the Global Blue Service Center team as an Engineer IT Support. This team is the global IT 1st level support team, focused on supporting, monitoring and managing systems, applications, networks and data centre-based services for Global Blue (GB) Technology. The team is also the central point of contact for both internal and external customers regarding Global Blue Technology services, providing excellent customer service.

You will ensure that any incidents and/or requests are duly logged in the ticketing system, and correctly handled according the SLA/OLA terms, following GB’s standard processes and ITIL best practices. In case of major incident, you will liaise with the 2nd level support teams to ensure a fast recovery of the services and maintain all stakeholders (internal and external) updated on the status of the incident.

You will work following a rotational 24/7 shift model, including nights, weekends and public holidays.

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.
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 including night shifts, weekends and/or public holidays.

WE OFFER
Work in fast growing international company
Most state-of-the-art office environment
Development and potential to grow
Multi-cultural environment
Inspiring colleagues from many different countries
Benefits
Employee referral program
Flexible working hours, distance working due to pandemic situation, home office
Teambuilding, Team events, Christmas Party

Please send us your English CV. Only candidates that match our requirements will be contacted.