Python Job: IT Support Analyst

Nature and aim of the position

The successful candidate will work in the Global Blue Service Center team as an Engineer IT Support focused on supporting, monitoring and managing systems, applications, networks and datacentre-based services for Global Blue (GB) Technology.

This role is based in Vienna but will require close collaboration with the Service Center team in Singapore.

The candidate must have a strong service ethic and good communication skills, as the role is client facing dealing directly with employees (B2E) and business partners (B2B).

Reporting and collaboration

The holder of the position reports directly to the Manager Service Center

Main duties and responsibilities

• Provide 1st level support activities for all GB Technology systems following ITIL processes
• Provide exceptional customer service, including timely and frequent updates on the status of the tickets and major incidents to requesters and stakeholders
• Ensure correct and timely ticket handling to meet all internal and external SLA and OLA terms
• Maintain “follow-the-sun” ticket resolution and routing between involved Service Center teams and other IT departments
• 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
• Identify, select, 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 (day and/or night; weekdays and/or weekends) every 4 weeks is expected; the Service Center is available 24/7

Profile and education

• IT education or practical experience of at least 3 years in IT-focussed organizations
• 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.
• solid understanding of the ITIL v3 ITSM best practice guidelines (ITIL Foundation certification is a plus).

Specific skills and knowledge

• minimum 2 years of practical experience supporting and working with IT systems.
• technical skills:
• Microsoft Windows servers
• Microsoft Active Directory
• ITSM tool (preferably BMC Remedy ITSM Suite)
• Microsoft Windows desktops
• Basic network knowledge

Optional:

• System Center Operations Manager (SCOM)
• Shell scripting (preferably PowerShell, Python, PHP)
• Nagios
• Citrix

Languages

• English fluent (corporate language)
• other languages are a bonus

Job Type: Full-time