Support local and global IT Incidents and Service Requests
Drive and coordinate Major Incidents to ensure that we inform our colleagues (internally/externally) and get the Major Incident at hand resolved
Assist our colleagues in Infrastructure & Operations on tasks where hands are needed
Provide IT technical support to users including installation, configuration, maintenance and troubleshooting.
Manage equipment RFQ and procurement, ensure asset management is done according to our processes
Manage inventory and IT assets
Pick up, resolve, update, close incidents and service requests tickets.
Support IT problem management and Change Requests.
Ensure that IAM (Identity and Access Management) activities are done with proper attention and care
Capture and share knowledge through written Knowledge Article
Work closely with the different Service Desks within the organization of Airbus
Provide familiarization training to business users in regards to IT tools, devices and services.
Contribute to constantly improving service delivery, processes and procedures workflow.
Job Responsibilities
Handle primarily complex IT issues/requests, and ensures feedback is given to junior IT Supporters, on how to approach less complex issues
Ensure that users get technical problems resolved as soon as possible
Ensure that users are running on a stable and supported PC environment
Ensure that Satair has a stable and updated user platform that fits the overall business requirements
Manage client software composition and version through official tools
Monitor automatic jobs and resolve or escalate any issues
Monitor hardware and interfaces to external parties
Manage software and ensure that Satair has paid for all licenses in use
Manage printer setup and other peripheral equipment and support it
Manage PC security and access control including security on portable PCs, virus check, disk encryption etc.
Ensure procurement of IT equipment
Keep hardware and software register updated
Ensure management of PC pool and other lending equipment
Actively participate in regional activities identified and described by central IT
Ensure availability in the 24/7 IT Support
Take part in, drive and complete at least 1 project and initiative of various complexity successfully according to the expectations from management and other stakeholders
Other duties as assigned
Secondary Responsibilities
Foster and advertise the outside/in perspective - not only for him or herself, but also for the team as a whole
Own and lead at least two additional areas of responsibility, related to specific areas in the IT Support that needs special attention, (i.e. CMDB and Knowledge Management), which is led and managed successfully and according to the expectations from management and other stakeholders
Facilitate training and knowledge sharing sessions both internally and externally, if required related to the additional areas owned
Follow and promote the processes, procedures and work instructions related to Incident, Problem, Request Fulfillment and Knowledge Management and provides assistance if required to colleagues
Support the HO in ensuring successful onboarding/ training of new team members.
Lead incident response and root-cause analysis
Participate in troubleshooting and solving issues on the central IS/IT solution
Assist staff with advice and guidance in the use of the Satair's systems
Prepare and create documentation for Satair systems
Participate in the technical documentation of Satair's IT set-up and operational procedures
Participate in improving the service to the organization
Participate with input to improve the stability of the IT solution
Raising Problem Tickets for investigation
Job Requirements
Bachelor's Degree or 3+ years experience within IT Support
ITIL Foundation certified (v3 or v4)
Used to working in an IT Service Management (ITSM) tool
Work experience with Microsoft Active Directory
Broad understanding of IT (hardware, software, network, communication)
Printer troubleshooting and Print Management
Experience with IT Asset Life Cycle Management (CMDB - Configuration Management Database)
Experience with writing documentation, as this experience will be required when writing knowledge articles.
Familiar with network topics such as DHCP (Dynamic Host Configuration Protocol), and DNS (Domain Name System)
Written skills that demonstrates structure
Customer-minded
Strong team player with excellent communication skills
Good analytical skill ability to see the bigger picture and derive mid to long term recommendations on way forward
Ability to balance and align varying interests, build successful relations across functions and with all stakeholders
Diplomatic sense and open/out-of-silo mind-set
Ability to work in an international context
Ability to articulate to both technical and non-technical audiences
Ability to organize, manage multiples priorities and work well under pressure
Independent, patience and willingness to learn
Self-motivated, proactive, self-discipline with a service mindset
Act as a role model for the other colleagues in the IT Support
