Field Service Engineer

Shift4 (NYSE: FOUR) is boldly redefining commerce by simplifying complex payments ecosystems across the world. As the leader in commerce-enabling technology, Shift4 powers billions of transactions annually for hundreds of thousands of businesses in virtually every industry. For more information, visit www.shift4.com.

About Global Blue:

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 and .

To support and strengthen our international and dynamic IT team we are now looking for a Field Service Engineer to join our team either in Helsinki or Stockholm. As a Field Service Engineer you will be focused on supporting IT systems infrastructure in Nordics and Baltics area at 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.

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):

• Windows 11, Android, Apple products
• 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 either Finnish or Swedish depending on your location

How to apply?

If you recognize yourself as the candidate, we are looking for, apply now with your resume and brief cover letter including your salary/compensation request. We are reviewing the applications continuously and will fill the position as soon as we find our new Field Service Engineer.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.