Engineer IT Support

Farkas Kiss Endre legjobb állása GlobalBlue_IT

Bewerbung fur Application Support Engineer

Levél szövege

Lieber GlobalBlue_IT!

Ich möchte mich bei Ihrem Unternehmen als Engineer IT Support bewerben. 
Ich bin ein Fullstack-Entwickler, bei dem ich meine 10-jährige Erfahrung mit verschiedenen Technologien einsetzen kann.

Ich habe meinen Lebenslauf an diese E-Mail angehängt.

Wir freuen uns darauf, von Ihnen zu hören!


Endre Farkas Kiss "Sodika"
Java and PHP Fullstack Developer, Nudist, Vlogger

https://www.linkedin.com/in/farkas-kiss-63bb9210a
https://sodika.org

Álláshirdetés szövege

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: morning, day and late afternoon shifts with rotating weekend shifts.

Additional: Division of work in percentage (please note that this is subject to change depending on business):

Administration – [60%]
Reports Management – [15%]
Business Development - [0%]
Customer Service - [25%]

Main KPI’s

Request percentage meeting SLA/SLO
Mean time to resolve requests
Customer satisfaction
Count of created and reviewed KB articles

Competencies

Analysis
Communication
Results orientation
Collaboration & Teamwork
Customers & Market orientation
Autonomy

Skills

Must-have:

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)
4me or ServiceNow (ITSM)
Scripting (e.g. PowerShell, Python, PHP)
Monitoring (e.g. Nagios, Check_MK)
Microsoft Exchange
Microsoft Office 365 (including SharePoint)
Remote Desktop Services (e.g. Citrix XenApp)
Log Management and Analysis (e.g. Splunk)

Qualifications and education requirements

IT education (HTL, FH or University and must be completed).
Min. 2 (max. 12) 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.

Gemäß österreichischem Bundesgesetz sind wir verpflichtet, das Mindestjahresbruttogehalt nach dem jeweiligen österreichischen Kollektivvertrag für diese Position bekannt zu geben, welches € 35 490,56 brutto jährlich beträgt. Global Blue garantiert ein attraktives, wettbewerbsfähiges und leistungsgerechtes Vergütungspaket, das sich an Ihren fachlichen und persönlichen Qualifikationen sowie an marktgerechten Gehältern orientiert und daher deutlich über dem angegebenen Minimum liegt!