Job Objectives
- Supporting your colleagues with 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
- Purchase equipment and ensure asset management is done according to our processes
- Ensure that IAM activities are done with proper attention and care
- Capture and share knowledge through written Knowledge Articles
- Work closely with the different Service Desks within the organization of Airbus
Job Responsibilities
- 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
Secondary responsibilities
- 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 and contribute in IT projects
- Participate in improving the service to the organization
- Participate with input to improve the stability of the IT solution
Job Requirements
- Broad understanding of IT (hardware, software, network, communication)
- A good understanding of the following will be an advantage:
- Network topics such as DHCP, and DNS
- Printer troubleshooting and Print Management
- Ideally, experience with IT Asset Life Cycle Management (CMDB)
- Ideally, experience with writing documentation, as this experience will be required when writing knowledge articles.
- ITIL Foundation certified
- Bachelor's degree or 1+ years experience within IT Support
- Fluent in English both written and verbally
- Written skills that demonstrates structure
- Can offer valid references to attest your skills/personality
- Customer-minded
- Strong team player
- 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 of stakeholders
- Diplomatic sense and open/‘out-of-silo’ mind-set, ability to build successful relations across functions and with all stakeholders
- Ability to work in an international context
