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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 Information
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 KPIs
* Request percentage meeting SLA/SLO
* Mean time to resolve requests
* Count of created and reviewed KB articles
* Analysis
* Communication
* Results orientation
* 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)
* 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.
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