Apply for Field Service Engineer Role at GlobalBlue_IT

Austria Job Openings

GlobalBlue_IT

Field Service Engineer

Vienna

FULL TIME

September 6, 2024

Nature and aim of the position

The holder of this position will work in the Global Blue Field Service team as an engineer focused on supporting Global Blue IT systems infrastructure on branch offices, refund offices, refunding agents and merchants who use Global Blue issuing solutions.

Will be responsible for providing Level 1 support for Global Blue issuing solutions and handling given tasks related to issuing solution deployments and maintenance as well as handling deployments and maintenance of all Global Blue standard hardware.

This role is based in Austria (Vienna) but will require close cooperation with other decentralised IT teams and international 3rd parties.

The candidate must have a strong service ethic & good communication skills as the role is client-facing dealing directly with Global Blue employees and external partners.

Main duties and responsibilities

Functional Duties

Handle deployment, support, maintenance and decommissioning of Global Blue decentralized IT systems
Provide Level 1 support for GB issuing solutions and handle given tasks related to all issuing solution implementations and maintenance.
Ensure IMACD (Installation, Move, Add, Change, and Disposal) of decentralized IT hard- and software within agreed SLA terms.
Assist the incident resolution process at locations with on-site staff.
Act as 2nd level support and coordinator for decentralized IT incidents and issuing solutions incidents when it is reasonable and when cases are not directly handled by the Service Center.
Accept, coordinate and prioritize all “customer” requests assigned in ticketing system keeping very high the level of communication with GB Central Team.
Ensure correct and timely ticket handling (initiate, track, update and close tickets).
Ensure diagnostic, classification and fault Isolation of incidents and assess priority and severity.
Coordinate incident resolution across 2nd and 3rd level.
Assist in root cause analysis.
Ensure that all internal and external SLA terms and conditions are met
Stay up to date with current and upcoming technologies and concepts within his area of responsibility
Ensure the fast restore of services across all IT systems by identifying and implementing fixes or workarounds.
Write and improve knowledgebase pages for employees (incl. manuals and FAQs)

Support and Improvement Role

Perform network and system changes together or after preparation with 2nd level support teams
Prepare specifications, installation and testing of computer systems and peripherals within established guidelines
Contribute to audits
Perform regular reviews
Contribute to workflow optimizations and service catalogue setup

Key competencies

Minimum 2-3 years of practical experience working with IT systems

Technical skills (1 year or more in one of the below areas):

Windows, Android, Apple products
Networking and telecommunications (WAN, LAN, VOIP)
Active Directory, GPOs, Remote deployment servers
SCCM, Autopilot, Azure AD, MS Endpoint manager, Intune
Collaboration tools: Teams, Confluence, Share Point
Windows 2012 Servers
Good English and German language skills (oral & written)

Experience

Applicable IT education
Excellent analytical and problem-solving skills
Customer service oriented, with operational "hands-on" attitude
high quality standards, accuracy and risk awareness
excellent communication skills, especially within a multicultural global organization
Independent, goal-oriented and self-motivating personality
Organizational skills and the ability to prioritize workload
Some understanding of the ITIL v3 ITSM best practice guidelines (ITIL foundation certification is a plus)

We regret to inform you that this job opportunity is no longer available as it has expired

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