🎉 Grain Slovakia sa mení na Graintech. Čitajte viac
We offer you a unique opportunity to join the international company that leads the tax free shopping market.
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
Handle deployment, support, maintenance and decommissioning of decentralized IT systems
Provide Level 1 support for company issuing solutions and handle given tasks related to all issuing solution implementations and maintenance.
Ensure IMACD (Installation, Move, Add, Change, and Disposal) of decentralized IT hard- and software within agreed SLA terms.
Assist the incident resolution process at locations with on-site staff.
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.
Accept, coordinate and prioritize all “customer” requests assigned in ticketing system keeping very high the level of communication with Central Team.
Ensure correct and timely ticket handling (initiate, track, update and close tickets).
Ensure diagnostic, classification and fault Isolation of incidents and assess priority and severity.
Coordinate incident resolution across 2nd and 3rd level.
Assist in root cause analysis.
Ensure that all internal and external SLA terms and conditions are met
Stay up to date with current and upcoming technologies and concepts within his area of responsibility
Ensure the fast restore of services across all IT systems by identifying and implementing fixes or workarounds.
Write and improve knowledgebase pages for employees (incl. manuals and FAQs) Support and Improvement Role
Perform network and system changes together or after preparation with 2nd level support teams
Prepare specifications, installation and testing of computer systems and peripherals within established guidelines
Contribute to audits
Perform regular reviews
Contribute to workflow optimizations and service catalogue setup
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):
Windows, Android, Apple products
Networking and telecommunications (WAN, LAN, VOIP)
Active Directory, GPOs, Remote deployment servers
SCCM, Autopilot, Azure AD, MS Endpoint manager, Intune
Collaboration tools: Teams, Confluence, SharePoint
Windows 2012 Servers
Good English and German language skills (oral & written)
Experience
Applicable IT education
Excellent analytical and problem-solving skills
Customer service oriented, with operational "hands-on" attitude
high quality standards, accuracy and risk awareness
excellent communication skills, especially within a multicultural global organization
Independent, goal-oriented and self-motivating personality
Organizational skills and the ability to prioritize workload
Some understanding of the ITIL v3 ITSM best practice guidelines (ITIL foundation
certification is a plus)
The company offers tax-free shopping solutions.
Týmto udeľujem súhlas so spracúvaním mojich osobných údajov uvedených v žiadosti o prijatie do zamestnania, v profesijnom životopise, osobnom dotazníku, osobných údajov získaných z kontaktného formulára na webstránke spoločnosti a osobných údajov získaných pri pohovore v spoločnosti Grain Slovakia s. r. o. podľa Z. č. 18/2018 Z. z. o ochrane osobných údajov (ďalej len „Z.č. 18/2018 Z. z.“) spoločnosti Grain Slovakia s. r. o. na účely sprostredkovania zamestnania. Súhlas je možné kedykoľvek písomne odvolať, inak súhlas zanikne po uplynutí 3 rokov odo dňa jeho udelenia a údaje budú anonymizované a ďalej využívané výlučne na štatistické účely. Zároveň beriem na vedomie, že práva dotknutej osoby sú upravené v § 59 a nasl. zákona č. 18/2018 Z. z. Týmto prehlasujem, že podmienkam spracovania mojich osobných údajov som plne porozumel a súhlas udeľujem vedome, dobrovoľne a bez výhrad.