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