Field Service Engineer

il y a 2 jours

Paris, France GlobalBlue_IT Temps plein

Main duties and responsibilities

People & Relations:

- Dealing with France managers, employees and customers.

Functional Duties: Branch Office, TFS and DCC
- Manage the: Deployment/Migration, Operation, Maintenance, Support, Removal, Hotline for customers (Opening hours & Saturday - 9am to 7pm)
- Coordinate all steps required to connect sites to the GB corporate network.
- Provisioning for TFS solutions.
- DCC deployment.
- Manager third party partners.
- Perform the local “user acceptance test” for solutions.
- Ensure IMACD (Installation, Move, Add, Change, and Disposal) of decentralized IT hard
- and software within agreed SLA terms.
- Ensure that all Configuration Items (CIs) of decentralized IT are kept up to date and stored centrally.
- Assist the incident resolution process at locations with on-site staff.
- Act as 1st level support and coordinator for decentralized IT incidents not directly handled by the Service Center.
- Accept, coordinate and prioritize all “customer” requests related to decentralized IT.
- Ensure correct and timely ticket handling (initiate, track, update and close ticket).
- Ensure diagnostic, classification and fault Isolation of incidents and assess priority and severity.
- Coordinate incident resolution across 2nd and 3rd 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.
- Ensure the fast restore of services across all IT systems by identifying and implementing fixes or workarounds.
- Write and improve knowledgebase pages and ‘’How to’’ manuals for FE solutions.

Support and Improvement Role
- perform network and system changes together or after preparation with 2 nd level support teams
- prepare specifications, installation and testing of computer systems and peripherals within established guidelines
- contribute to audits
- perform regular reviews

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