Job Description:

This job is based in Satair, if you want to know more about our business, please click here to find out more.

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

This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth.

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