Field Service Engineer
We offer you a unique opportunity to join the international company that leads the tax free shopping market.
- Location: at least 4 times per week on-site Vienna
- Type of contract: Permanent employment. No B2B contract allowed.
- Start date: to be agreed
- Salary: From 2800€ gross per month
Job description, responsibilities and duties
The holder of this position will work in the Field Service team as an engineer focused on supporting IT systems infrastructure on branch offices, refund offices, refunding agents and merchants who use company issuing solutions.
Functional Duties
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Handle deployment, support, maintenance and decommissioning of decentralized IT systems
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Provide Level 1 support for company issuing solutions and handle given tasks related to all issuing solution implementations and maintenance.
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Ensure IMACD (Installation, Move, Add, Change, and Disposal) of decentralized IT hard- and software within agreed SLA terms.
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Assist the incident resolution process at locations with on-site staff.
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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.
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Accept, coordinate and prioritize all “customer” requests assigned in ticketing system keeping very high the level of communication with Central Team.
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Ensure correct and timely ticket handling (initiate, track, update and close tickets).
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Ensure diagnostic, classification and fault Isolation of incidents and assess priority and severity.
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Coordinate incident resolution across 2nd and 3rd level.
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Assist in root cause analysis.
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Ensure that all internal and external SLA terms and conditions are met
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Stay up to date with current and upcoming technologies and concepts within his area of responsibility
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Ensure the fast restore of services across all IT systems by identifying and implementing fixes or workarounds.
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Write and improve knowledgebase pages for employees (incl. manuals and FAQs) Support and Improvement Role
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Perform network and system changes together or after preparation with 2nd level support teams
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Prepare specifications, installation and testing of computer systems and peripherals within established guidelines
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Contribute to audits
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Perform regular reviews
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Contribute to workflow optimizations and service catalogue setup
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Employee perks, benefits
- Work in a fast-growing international business and industry
- International environment and inspiring colleagues from many different countries (35 nationalities)
- Flexible working hours, agile working model with potential to work from home
- Varied, interesting and challenging work
- Lunch vouchers
- Referral programme
Prerequisites and personality skills
The candidate must have a strong service ethic & good communication skills as the role is client-facing dealing directly with intern employees and external partners.
• Minimum 2-3 years of practical experience working with IT systems
Technical skills (1 year or more in one of the below areas):
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Windows, Android, Apple products
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Networking and telecommunications (WAN, LAN, VOIP)
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Active Directory, GPOs, Remote deployment servers
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SCCM, Autopilot, Azure AD, MS Endpoint manager, Intune
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Collaboration tools: Teams, Confluence, SharePoint
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Windows 2012 Servers
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Good English and German language skills (oral & written)
Experience
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Applicable IT education
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Excellent analytical and problem-solving skills
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Customer service oriented, with operational "hands-on" attitude
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high quality standards, accuracy and risk awareness
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excellent communication skills, especially within a multicultural global organization
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Independent, goal-oriented and self-motivating personality
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Organizational skills and the ability to prioritize workload
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Some understanding of the ITIL v3 ITSM best practice guidelines (ITIL foundation
certification is a plus)
About company
The company offers tax-free shopping solutions.
