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