Field Services Engineer

Global Blue by Shift4; Helsinki; On-site; EUR 42,000 - 60,000; Full time

Benefits offered by this job

Employee referral program

Team-building activities

Annual Christmas Party

Job summary

Global Blue by Shift4 in Helsinki is seeking a proactive Field Service Engineer to support IT systems infrastructure across branch offices, refund offices and customer environments. You will work with payment processing platforms, POS terminals and Shift4 technologies to ensure reliable transactions and optimal system performance, collaborating with international IT and sales teams.

The position offers multinational exposure, opportunities for professional development and a competitive benefits

Qualifications

• Minimum 2-3 years of practical experience working with IT systems.
• Applicable IT education.
• Technical skills (1 year or more in one of the below areas):
• O365 support
• Basic understanding of Azure and Intune is a plus
• Networking and telecommunications (WAN, LAN, VOIP) is a plus
• Basic understanding of payment processing and POS/payment terminal systems (e.g. Shift4) is a plus
• Excellent analytical and problem-solving skills
• Customer service oriented, with operational hands-on attitude
• High quality standards, accuracy and risk awareness
• Independent, goal-oriented and self-motivating personality
• Organizational skills and the ability to prioritize workload
• Excellent communication skills, especially within a multicultural global organisation
• Fluency in English is required, along with proficiency in Finnish.

Responsibilities

• Handling deployment, support, maintenance and decommissioning of Global Blue decentralized IT systems
• Providing Level 1 support for Shift4 solutions IC2, REX, CAS, Kiosks and Terminals and handle given tasks related to all issuing solution implementations and maintenance.
• Providing support for Shift4 payment products, including POS/payment terminals, the Shift4 payment gateway and other payment processing hardware and software, as this support scope expands.
• Ensuring IMACD (Installation, Move, Add, Change, and Disposal) of decentralized IT hard- and software within agreed SLA terms.
• Assisting the incident resolution process at locations with on-site staff.
• Accepting, coordinating and prioritizing all customer requests assigned in ticketing systems.
• Ensuring correct and timely ticket handling (initiate, track, update and close tickets).
• Ensuring diagnostic, classification and fault Isolation of incidents and assess priority and severity.
• Coordinating incident resolution across 2nd and 3rd level.
• Assisting in root cause analysis.
• Ensuring that all internal and external SLA terms and conditions are met
• Staying up to date with current and upcoming technologies and concepts
• Ensuring the fast restore of services across all IT systems by identifying and implementing fixes or workarounds.
• Writing and improving knowledgebase pages for employees incl. manuals and FAQs

Job description

Global Blue by Shift4 is the industry leader in Tax Free Shopping solutions, simplifying the tax refund process for international travelers and driving revenue for retailers through a fully integrated commerce experience. As a business partner for the shopping journey, we seamlessly connect shoppers and brands worldwide, powering over 40 million transactions each year. For more information, please visit globalblue.com and shift4.com.

To support and strengthen our international and dynamic IT team we are now looking for a Field Service Engineer to join our team in Helsinki. As a Field Service Engineer you will be focused on supporting IT systems infrastructure on our branch offices, refund offices, refunding agents and our customers who use Global Blue issuing solutions as well as Shift4 products. This includes working with payment processing platforms, point-of-sale solutions, and other Shift4 technologies to ensure seamless transactions and optimal system performance. You will work closely with the international IT team as well as country sales- and refunding teams. You will be part of a truly international working environment that supports your professional development, fosters a collaborative and supportive team culture, and provides a competitive salary and benefits package.

Responsibilities

Your responsibilities will include:

• Handling deployment, support, maintenance and decommissioning of Global Blue decentralized IT systems
• Providing Level 1 support for Shift4 solutions IC2, REX, CAS, Kiosks and Terminals and handle given tasks related to all issuing solution implementations and maintenance.
• Providing support for Shift4 payment products, including POS/payment terminals, the Shift4 payment gateway and other payment processing hardware and software, as this support scope expands.
• Ensuring IMACD (Installation, Move, Add, Change, and Disposal) of decentralized IT hard- and software within agreed SLA terms.
• Assisting the incident resolution process at locations with on-site staff.
• Accepting, coordinating and prioritizing all “customer” requests assigned in ticketing systems.
• Ensuring correct and timely ticket handling (initiate, track, update and close tickets).
• Ensuring diagnostic, classification and fault Isolation of incidents and assess priority and severity.
• Coordinating incident resolution across 2nd and 3rd level.
• Assisting in root cause analysis.
• Ensuring that all internal and external SLA terms and conditions are met
• Staying up to date with current and upcoming technologies and concepts
• Ensuring the fast restore of services across all IT systems by identifying and implementing fixes or workarounds.
• Writing and improving knowledgebase pages for employees (incl. manuals and FAQs)

You will also have an opportunity to support with:

• Performing network and system changes together or after preparation with 2nd level support teams
• Preparing specifications, installation and testing of computer systems and peripherals within established guidelines
• Contributing to audits
• Performing regular reviews
• Contributing to workflow optimizations and service catalogue setup

What we are looking for

We’re seeking a proactive and customer-focused professional who is passionate about delivering exceptional service and value. You are a team player but at the same time able to take own initiatives and responsibility from your work cases.

Requirements

Minimum 2-3 years of practical experience working with IT systems

Applicable IT education

Technical skills (1 year or more in one of the below areas):

• O365 support
• Basic understanding of Azure and Intune is a plus
• Networking and telecommunications (WAN, LAN, VOIP) is a plus
• Basic understanding of payment processing and POS/payment terminal systems (e.g. Shift4) is a plus

Excellent analytical and problem-solving skills

Customer service oriented, with operational "hands-on" attitude

High quality standards, accuracy and risk awareness

Independent, goal-oriented and self-motivating personality

Organizational skills and the ability to prioritize workload

Excellent communication skills, especially within a multicultural global organisation

Fluency in English is required, along with proficiency in Finnish.

Together, we go further:

At Global Blue, great work happens when talented people come together in a supportive and inspiring environment. Here’s what you can expect:

• A role in a fast-growing, international company
• Opportunities for professional development and career growth
• A multicultural workplace, collaborating with colleagues worldwide
• Inspiring team members and a dynamic, forward-thinking culture
• A range of employee benefits, including:
• Employee referral program
• Team-building activities and events
• Annual Christmas Party and more

We foster career growth through internal mobility, embrace an Agile Working Model, and prioritise work-life balance. Committed to sustainability, we focus on creating positive impacts for employees, clients, and communities. Guided by our 5 Ways of Working, we value client satisfaction, collaboration, innovation, and shared success.