Engineer IT Support - 1st level

Global Blue Slovakia s. r. o.

Place of work
Handelskai 92, Vienna, Austria
Contract type
Wage (gross)
2 000 EUR/month14th salaries + 5% bonus + On Call Duty

Information about the position

Job description, responsibilities and duties

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.

Employee perks, benefits

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
Employee referral program
Flexible working hours, distance working due to pandemic situation, home office
Teambuilding, Team events, Christmas Party

Information about the selection process

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

Requirements for the employee

Candidates with education suit the position

Secondary with school-leaving examination
University education (Bachelor's degree)
University education (Master's degree)

Educational Specialization

IT, Computer Science

Language skills

English - Advanced (C1)

Other knowledge

Active Directory (Windows) - advanced
Microsoft Windows - advanced
Microsoft Office - advanced
System Center Operations Manager (SCOM) - basic
Microsoft Exchange - basic
Sharepoint - basic
Citrix XenServer - basic
Microsoft Office 365 - basic

Number of years of experience

IT support

Personality requirements and skills

Profile and education

IT education (must be completed).
Min. 2 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.
Specific skills and knowledge


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)
BMC Remedy
Microsoft Exchange
Microsoft SharePoint
Citrix XenApp
Microsoft Office 365


Brief description of the company

Global Blue is the expert on international traveller shopping and spending. Today, the strength of our organisation and global presence enables us to provide over 63 000 travellers with Tax Free Shopping services every single day and we quickly became the global leader in Tax Free Shopping, facilitating the process for both merchants and shoppers.

Number of employees

50-99 employees

Company address

Global Blue
Handelskai 92
1200 Vienna


Kontaktní osoba: Ing. Hana Krčová
Tel.: 066488699772
E-mail: poslat životopis
ID: 4099738  Datum zveřejnění: 9.6.2021  Spodní hranice mzdy (brutto): 2 000 EUR/month