IT Support Specialist

vor 1 Monat

Wien, Wien, Österreich Global Blue Vollzeit

Job Summary

Global Blue is seeking a skilled IT Support Specialist to join our team. As an IT Support Specialist, you will be responsible for providing top-notch technical assistance to our employees and ensuring the smooth operation of our IT systems.

Key Responsibilities

  • Provide first-level support for all Global Blue Technology systems, adhering to ITIL processes.
  • Ensure timely and accurate ticket handling to meet internal and external SLA and OLA terms.
  • Diagnose, classify, and resolve incidents, assessing priority and severity.
  • Analyze and troubleshoot issues, escalating to 2nd and 3rd levels as needed.
  • Offer exceptional customer service, providing regular updates on ticket status and major incidents.
  • Implement, configure, and maintain monitoring and alarming systems (SCOM and Nagios).
  • Maintain and update knowledge base articles for employees and engineers.
  • Trigger and update problem management by correlating incidents and identifying patterns.
  • Work flexible hours, including morning, day, and late shifts, with rotating weekends.

Requirements

  • IT education (HTL, FH, or University) and a minimum of 2 years of practical experience supporting IT systems.
  • Fluent in English (B2 or above) and other languages an asset.
  • Excellent analytical, organizational, and problem-solving skills.
  • Strong customer service mentality and communication skills.
  • High-quality standards, accuracy, and risk awareness.
  • Independent, goal-oriented, and self-motivated personality.
  • Understanding of ITIL best practice guidelines (ITIL Foundation certification a plus).

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