Field IT Engineer

Smartsea Limited; Hamburg; Hybrid; EUR 52.000 - 68.000; Vollzeit

Benefits dieser Stelle

Competitive salary

Benefits package

Zusammenfassung

Smartsea Limited is seeking a Field IT Engineer to provide second-line technical support from our Hamburg regional office. You will troubleshoot hardware and software issues, configure desktops and laptops, and support office productivity tools, collaborating with our Cyprus IT team to align with ITSM standards.

The role requires strong Windows and MacOS knowledge, experience with Microsoft 365, basic networking, and ITSM tooling such as ServiceNow.

Qualifikationen

• Proven desktop support or IT helpdesk experience.
• Strong knowledge of Windows and MacOS.
• Experience with Microsoft 365 applications.
• Basic networking knowledge (TCP/IP, VPN, Wi-Fi).
• Experience with IT Service Management (ITSM) tools, especially ServiceNow.
• Experience with Active Directory user administration.
• IT security best practices knowledge.
• Excellent written and verbal communication.

Aufgaben

• Provide on-site and remote support for desktop/laptop users, resolving hardware, software and network issues.
• Install, configure, and maintain Windows/MacOS and Microsoft 365 productivity tools.
• Resolve tickets within ITSM frameworks using ServiceNow for tracking and escalation.
• Manage user accounts, permissions, and access controls per security policies.
• Support setup and maintenance of printers, AV equipment, and peripherals.
• Assist with software updates, patch management and routine maintenance.
• Document issues and resolutions in the ITSM system and SLAs.
• Provide end-user training and guidance on IT best practices and security awareness.
• Maintain IT asset inventory for the regional office and track in ITSM.
• Collaborate with central IT to implement global policies and initiatives.

Kenntnisse

Desktop support

IT helpdesk

Windows

MacOS

Microsoft 365

Networking basics

ITSM tools

Active Directory

IT security

Communication

Documentation

Team collaboration

Tools

ServiceNow

Active Directory

Jobbeschreibung

We are seeking a skilled Field IT Engineer to provide second line technical support to end-users at our Hamburg regional office. The role involves troubleshooting hardware and software issues, assisting users with desktop/laptop configurations, and supporting office productivity tools. The engineer will collaborate with the centralised IT team in Cyprus to ensure seamless IT operations and high service levels, while adhering to IT Service Management (ITSM) protocols and best practices.

• Provide on-site and remote technical support for desktop/laptop users, diagnosing and resolving hardware, software, and network issues.
• Install, configure, and maintain Windows/MacOS operating systems and office productivity software (e.g., Microsoft 365, collaboration tools, and business applications).
• Ensure timely resolution of support tickets within ITSM frameworks, utilizing tools such as ServiceNow for tracking, escalation, and resolution of IT issues.
• Manage user accounts, permissions, and access control following IT security policies.
• Support the setup and maintenance of IT infrastructure, including printers, conference room equipment, and other peripherals.
• Assist in software updates, patch management, and routine maintenance to ensure systems are secure and up to date.
• Document support requests, troubleshooting steps, and solutions in the ITSM system, ensuring compliance with service level agreements (SLAs).
• Provide end-user training and guidance on IT best practices and security awareness.
• Maintain asset inventory for IT equipment in the regional office, ensuring proper tracking within the ITSM platform.
• Collaborate with the centralised IT team to implement global IT policies and initiatives, ensuring alignment with ITSM standards.
• Proven experience in a desktop support or IT helpdesk role.
• Strong knowledge of Windows and MacOS operating systems.
• Experience with Microsoft 365 applications and other office productivity tools.
• Basic networking knowledge (TCP/IP, VPN, Wi-Fi troubleshooting).
• Experience with IT Service Management (ITSM) tools, particularly ServiceNow, for ticketing and incident management.
• Experience with Active Directory user administration.
• Knowledge of IT security best practices and data protection.
• Strong problem-solving skills with the ability to work independently and as part of a team.
• Excellent communication and interpersonal skills.
• Ability to document processes and solutions clearly.
• IT certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator, ITIL Foundation) are a plus.
• Opportunity to work in a dynamic, international environment.
• Supportive and collaborative IT team.
• Career development and training opportunities.
• Competitive salary and benefits package.