What you will do. A glimpse in your role: This role is part of Shift4 (S4) Service Center team, which is the global IT 1st level support team, focused on supporting, monitoring and managing systems, applications, networks and datacenter-based services for S4 Technology. The team is also the central point of contact for both internal and external customers regarding S4 Technology services, providing customer service.
Your responsibilities include:
Provide 1st level support activities for all S4 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.
Handle administrative tasks and reporting activities as part of daily operations (approx. 60% of workload dedicated to administration, 15% to reports management, 25% to customer service; business development is not currently in scope).
Contribute to team and service improvement through measurable KPIs, including: percentage of requests resolved within SLA/SLO, mean time to resolve requests, customer satisfaction, number of created and reviewed knowledge base articles.
Every action has an impact. You will make a difference here if:
You have excellent analytical, organizational and problem-solving skills.
You have excellent customer service mentality and communication skills.
You have high quality standards, accuracy and risk awareness.
You have an independent, goal-oriented and self-motivating personality.
You have understanding of the ITIL best practice guidelines (ITIL Foundation certification is a plus).
You have willingness to work nights, weekends and public holidays in rotational shifts.
Key competencies to empower your journey. You'll drive towards success if:
IT education (HTL, FH or University and must be completed).
Min. 2 (max. 8) years of practical experience supporting and working with IT systems.
Fluent in English (level B2 or above), other languages as an advantage.
Solid knowledge of Microsoft Windows operating systems (client and server).
Proficiency with the Microsoft Office suite.
Basic understanding of networks and telecommunications.
Experience with Microsoft Active Directory.
Competence in file and folder access management.
Additional skills considered a plus:
Familiarity with System Center Operations Manager (SCOM).
Experience with IT Service Management tools such as Xurrent or ServiceNow.
Knowledge of monitoring tools (e.g., Nagios, Check_MK).
Experience with Microsoft Exchange.
Proficiency in Microsoft 365 applications, including SharePoint.
Exposure to Remote Desktop Services (e.g., Citrix XenApp).
Understanding of log management and analysis tools (e.g., Splunk).
Together, we go further: At Global Blue, great work happens when talented people come together in a supportive and inspiring environment. Here’s what you can expect:
A role in a fast‑growing, international company
Opportunities for professional development and career growth
A multicultural workplace, collaborating with colleagues across regions
An inspiring team and a dynamic, forward‑thinking culture
A range of employee benefits, including:
Employee referral program
Team‑building activities and events
Annual Christmas Party and more
We foster career growth through internal mobility, embrace an Agile Working Model, and prioritize work‑life balance. Committed to sustainability, we focus on creating positive impacts for employees, clients, and communities. Guided by our 5 Ways of Working, we value collaboration, innovation, client satisfaction, and shared success.
Feels like you? Explore further! Let’s write the future together: apply now! Important Notice for Applicants Job‑related scams are becoming increasingly common. To stay safe, please follow these guidelines when applying:
Submit applications only through official Global Blue channels. We do not use any third‑party services or platforms for recruitment.
Always verify emails or LinkedIn messages. Ensure communications come from official @globalblue.com addresses or certified Global Blue recruiters/employees.
We will never ask for payment or personal financial information during the hiring process. If anyone requests this, it is a scam — report it immediately.
#J-18808-Ljbffr
Your responsibilities include:
Provide 1st level support activities for all S4 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.
Handle administrative tasks and reporting activities as part of daily operations (approx. 60% of workload dedicated to administration, 15% to reports management, 25% to customer service; business development is not currently in scope).
Contribute to team and service improvement through measurable KPIs, including: percentage of requests resolved within SLA/SLO, mean time to resolve requests, customer satisfaction, number of created and reviewed knowledge base articles.
Every action has an impact. You will make a difference here if:
You have excellent analytical, organizational and problem-solving skills.
You have excellent customer service mentality and communication skills.
You have high quality standards, accuracy and risk awareness.
You have an independent, goal-oriented and self-motivating personality.
You have understanding of the ITIL best practice guidelines (ITIL Foundation certification is a plus).
You have willingness to work nights, weekends and public holidays in rotational shifts.
Key competencies to empower your journey. You'll drive towards success if:
IT education (HTL, FH or University and must be completed).
Min. 2 (max. 8) years of practical experience supporting and working with IT systems.
Fluent in English (level B2 or above), other languages as an advantage.
Solid knowledge of Microsoft Windows operating systems (client and server).
Proficiency with the Microsoft Office suite.
Basic understanding of networks and telecommunications.
Experience with Microsoft Active Directory.
Competence in file and folder access management.
Additional skills considered a plus:
Familiarity with System Center Operations Manager (SCOM).
Experience with IT Service Management tools such as Xurrent or ServiceNow.
Knowledge of monitoring tools (e.g., Nagios, Check_MK).
Experience with Microsoft Exchange.
Proficiency in Microsoft 365 applications, including SharePoint.
Exposure to Remote Desktop Services (e.g., Citrix XenApp).
Understanding of log management and analysis tools (e.g., Splunk).
Together, we go further: At Global Blue, great work happens when talented people come together in a supportive and inspiring environment. Here’s what you can expect:
A role in a fast‑growing, international company
Opportunities for professional development and career growth
A multicultural workplace, collaborating with colleagues across regions
An inspiring team and a dynamic, forward‑thinking culture
A range of employee benefits, including:
Employee referral program
Team‑building activities and events
Annual Christmas Party and more
We foster career growth through internal mobility, embrace an Agile Working Model, and prioritize work‑life balance. Committed to sustainability, we focus on creating positive impacts for employees, clients, and communities. Guided by our 5 Ways of Working, we value collaboration, innovation, client satisfaction, and shared success.
Feels like you? Explore further! Let’s write the future together: apply now! Important Notice for Applicants Job‑related scams are becoming increasingly common. To stay safe, please follow these guidelines when applying:
Submit applications only through official Global Blue channels. We do not use any third‑party services or platforms for recruitment.
Always verify emails or LinkedIn messages. Ensure communications come from official @globalblue.com addresses or certified Global Blue recruiters/employees.
We will never ask for payment or personal financial information during the hiring process. If anyone requests this, it is a scam — report it immediately.
#J-18808-Ljbffr
Engineer IT Support Arbeitgeber: Global Blue
Shift4 ist ein hervorragender Arbeitgeber, der seinen Mitarbeitern die Möglichkeit bietet, in einem dynamischen und wachstumsorientierten Umfeld zu arbeiten. Mit einem starken Fokus auf persönliche Entwicklung und einer offenen Unternehmenskultur fördert Shift4 die Zusammenarbeit und den Austausch von Ideen, während die Mitarbeiter durch attraktive Vergütungsmodelle und umfassende Schulungen unterstützt werden. Besonders in der Region Innsbruck profitieren die Mitarbeiter von einer einzigartigen Work-Life-Balance und der Chance, Teil eines innovativen Unternehmens zu sein, das die Zukunft des Zahlungsverkehrs gestaltet.
