Field Services Engineer

About the role

We are looking for a Field Services Engineer to join our team in Helsinki. The role focuses on supporting IT systems across Global Blue’s branch offices, refund offices, agents and customers using Global Blue issuing solutions as well as Shift4 products, including payment processing platforms and point‑of‑sale solutions.

Key responsibilities

• Deploy, support, maintain and de‑commission decentralized IT systems and ensure IMACD (Installation, Move, Add, Change, Disposal) within SLA terms.
• Provide Level 1 support for Shift4 solutions (IC2, REX, CAS, kiosks, terminals) and related issuing solution implementations.
• Support Shift4 payment products, including POS/payment terminals, payment gateway and related hardware/software.
• Accept, coordinate and prioritize customer requests in ticketing systems, ensuring accurate ticket handling and timely resolution.
• Diagnose, classify and isolate incidents, coordinate resolution across 2nd and 3rd level support, and assist in root‑cause analysis.
• Stay up‑to‑date with emerging technologies, implement fixes or work‑arounds, and create/maintain knowledge‑base articles, manuals and FAQs.

Required profile

• Proactive, customer‑focused professional with strong analytical and problem‑solving abilities.
• Ability to work independently, take initiative and manage own workload.
• Excellent communication skills in a multicultural, global environment.
• Fluency in English and Finnish.

Required skills

• Windows 11
• Android
• Apple products
• O365 support
• Basic knowledge of Azure and Intune
• Networking fundamentals (WAN, LAN, VOIP)
• Understanding of payment processing and POS/payment terminal systems (e.g., Shift4)

What we offer

• Role in a fast‑growing international company with professional development and career growth opportunities.
• Multicultural workplace collaborating with colleagues worldwide and a dynamic, forward‑thinking culture.
• Employee benefits such as referral program, team‑building activities, annual Christmas party and more.