The successful candidate will work in the Global Blue Field Service Italian team as a technician focused on IT Front-end solutions (TFS and DCC products), providing Level 1 support for GB issuing solutions (Standalone, Integration, DCC) and handle given tasks related to issuing solutions implementation and maintenance.

Additionally, candidate is responsible to provide Level 1 support for IT system infrastructure on Branch and Refund offices supporting the implementation and maintenance of desktop and mobile services.

This role will require close cooperation with other Local Business teams, Decentralized and Centralized IT and Product teams.

The candidate must have a strong service ethic & good communication skill, as the role is client-facing dealing directly with employees.

This position report directly to the IT Director Italy and is based in Gallarate.

Position could requires travelling.

Main duties and responsibilities

• Deployment/Migration/Maintenance/Support of decentralized IT solutions.
• Hotline for Customers.
• Provisioning for TFS solutions.
• DCC application deployment and management.
• Perform the local “user acceptance test” for solutions.
• Provide first level support for standalone issuing solutions and handle given task related to all issuing solutions implementation and maintenance.
• Assist the incident resolution process at location with on-site staff.
• Ensure IMACD (Installation, Move, Add, Change and Disposal) of decentralized IT incident not directly handles by the Service Center.
• Accept, coordinate and prioritize all “customer” requests related to decentralize IT.
• Ensure correct and timely ticket handling (initiate, track update and close ticket).
• Ensure diagnostic, classification, fault Isolation of incidents and assess priority and severity.
• Coordinate incident resolution across second and third level.
• Assist in root cause analysis.
• Ensure that all internal and external SLA and OLA terms and conditions are met.
• Keep desktop engineering up to date.
• Stay up to date with the current and upcoming technologies.
• Ensure the fast restore of service across all IT systems by identifying and implementing fixes or workarounds.
• Write and improve knowledgebase pages for employee (incl. manuals and FAQs)
• Perform network and system changes together or after preparation with second level support teams.
• Prepare specifications, installation and testing of computer systems and peripherals within establish guidelines.
• Contribute to audits.
• Perform regular review.
• Contribute to workflow optimizations and service catalogue setup.

Background and Education

• Excellent analytical and problem-solving skills.
• Customer service oriented, with operational “hands-on” attitude.
• High quality standards, accuracy and risk awareness.
• Excellent communication skills, especially within a multicultural global organization.
• Independent, goal-oriented and self-motivating personality.
• Organizational skills and the ability to prioritize workload.
• Some understanding of the ITIL v3 ITSM best practice guidelines (ITIL foundation certification is a plus)

Specific skills and knowledge

• Minimum 2-3 years of practical experience working with IT system.
• Knowledge and experience in EFT terminal systems.
• Technical skills (1 year or more in one of below areas):
• Windows, Android, Apple products
• Office package.
• Networking and telecommunications (WLAN, LAN, VOIP, LTE)
• Italian native language.
• Good English language skills (oral and written) and be able to communicate in written English with clients and customers.