IT Support Engineer (1st level)

Austria - Vienna
Engineer IT Support

Nature and aim of the position

The successful candidate will work in the Global Blue Service Center team as an Engineer IT Support focused on supporting, monitoring and managing systems, applications, networks and datacentre-based services for Global Blue (GB) Technology.

This role is based in Vienna but will require close collaboration with the Service Center team in Singapore.

The candidate must have a strong service ethic and good communication skills, as the role is client facing dealing directly with employees (B2E) and business partners (B2B).

The successful candidate will work in the Global Blue Service Center team as an Engineer IT Support focused on supporting, monitoring and managing systems, applications, networks and datacentre-based services for Global Blue (GB) Technology.


This role is based in Vienna but will require close collaboration with the Service Center team in Singapore.

The candidate must have a strong service ethic and good communication skills, as the role is client facing dealing directly with employees (B2E) and business partners (B2B).

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.
Maintain “follow-the-sun” ticket resolution and routing between involved Service Center teams and other IT departments.
Provide exceptional customer service, including timely and frequent updates on the status of the tickets and major incidents to requesters and stakeholders.
Identify, select, 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
Weekday shift work (including shift from 15:00 until 23:30) and Saturday shifts (about once every 4-6 weeks)

Benefits
Flexible working time
Training
Good location close to public transport
Wellbeing, company doctor, meal vouchers
Unternational environment
Team building, party and events