IT Supporter

Job Objectives

• Drive and coordinate Major Incidents to ensure that we inform our colleagues (internally/externally) and get the Major Incident at hand resolved
• Support local and global IT Incidents and Service Requests
• 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

• 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
• Other duties as assigned

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
• Raising Problem Tickets for investigation

Job Requirements

• Bachelor's Degree or 1+ years experience within IT Support
• ITIL Foundation certified
• Broad understanding of IT (hardware, software, network, communication)
• Familiar with network topics such as DHCP (Dynamic Host Configuration Protocol), and DNS (Domain Name System)
• Experience in 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 Microsoft Active Directory
• Familiar with usage of a IT Service Management (ITSM) tool