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 decentralized 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 responsibilitiesFunctional DutiesHandle 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 the 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 RolePerform 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.Minimum QualificationsMinimum 2-3 years of practical experience working with IT systems.Technical skills (1 year or more in one of the below areas):Networking and telecommunications (WAN, LAN, VOIP).Collaboration tools: Teams, Confluence, SharePoint.Windows 2012 Servers.Good English and German language skills (oral & written).ExperienceApplicable 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).About UsAt Global Blue, we firmly believe that enhancing the shopping experience drives performance.Our mission is to seamlessly connect shoppers and brands worldwide by simplifying the shopping experience and boosting retailer performance. With over 40 years of industry expertise, we have pioneered Tax Free Shopping and expanded into the Payment and Post-Purchase business.As a technology partner, we lead our industries with innovative technology and data-driven insights, bringing unparalleled value at every touchpoint along the shopping journey. We support retailers in handling over 35 million Tax Free Shopping transactions every year and our payment partners in elevating the experience of more than 31 million transactions worldwide. Our post-purchase solutions also cater to the needs of over 47m e-commerce shoppers. Listed on the New York Stock Exchange, we generated €20bn Sales in Store and €311M revenue in FY 2022/23.Our diverse community of over 2,000 employees represent more than 80 nationalities across 53 countries. At Global Blue, we cultivate a culture of empowerment, encouraging our teams to collaborate and support one another.Together, we innovate, create, and strive towards a brighter future for the businesses we serve.
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