Engineer IT Support

What you will do. A glimpse in your role :

This role is part of Global Blue (GB) 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 GB Technology. The team is also the central point of contact for both internal and external customers regarding GB Technology services, providing customer service.

Your responsibilities include :

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.

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 4me (Xurrent) or ServiceNow.

Scripting skills (e.g., PowerShell, Python, PHP).

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).

At Global Blue, we foster career growth through internal mobility, a multicultural environment, and an Agile Working Model that supports work-life balance and team spirit. Committed to sustainability, we prioritize positive impacts for employees, clients, and communities. Guided by our 5 Ways of Working, we focus on client satisfaction, collaboration, innovation, and value creation. As forward thinkers, we embrace open dialogue, continuous learning, and shared success to shape the future while delivering tangible results.

Feels like you? Explore further!

Let’s write the future together : .

Follow us on Social Media!