Field Engineer

Job Summary

We are seeking a skilled Field 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.

Key Responsibilities

• 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.

Key Skills & Qualifications

• 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.

Why Join Us?

• Opportunity to work in a dynamic, international environment.
• Supportive and collaborative IT team.
• Career development and training opportunities.
• Competitive salary and benefits package.

If you are passionate about technology, ITSM best practices, and providing excellent IT support, we invite you to apply for this role!