IT Supporter

Job Objectives

• 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