IT Field Engineer (f/m/d)

Mission

Provide exceptional IT support to Thinkproject's end users and ensure that supporting IT systems are operating optimally. Support our users and business functions through ITIL aligned processes, including; Incidents, Changes & Requests. Responsible for internal office IT equipment at designated Thinkproject Locations.

Main responsibilities

• Logging of customer tickets accurately, undertake initial diagnostics & first time fix resolutions to tickets where possible. Manage tickets within defined SLAs depending on priority and ensure efficient ticket progression to appropriate resolver teams as appropriate. Escalating where required.
• Provide IT support including desktop related technical assistance in person, via telephone, ticket system, email or via instant messaging. Leading ticket investigations, using own initiative to research issues, test resolutions and propose robust scalable resolutions.
• Adhere to and continuously improve standard operating procedures, including but not limited to Asset Management, user account management, device building, application deployment etc. To ensure a consistent approach across all regions.
• Support and assist IT audits as and when required.
• Proactively support the creation and maintenance of knowledge base articles
• Create help manuals for existing/new applications and provide End-user Training. Ensuring that the knowledge base is kept up to date.
• Plan and travel to our office locations when required to ensure that our office facilities are maintained and supported. Travel to other EU office locations may also be required.
• Ensure employees starting in Thinkproject have a seamless onboarding journey, through the organisation of hardware deliveries and software provisioning.
• Support the delivery of IT projects when required, ensuring subject matter expert input and proactive task management.
• Follow standard procurement process to purchase any required hardware for regional office, working alongside agreed vendors. Own the accuracy of asset stock held locally in aligned office.
• Support application packaging and deployment to end-user devices in collaboration with the wider Central IT Team.
• Trial and test new technologies to support the business with keeping ahead in latest technology innovations
• Stay continually curious, building on a broad technical understanding across IT systems, end user hardware, applications and services
• Must have an absolute commitment to service quality and customer focus
  

Experience (technical / leadership)

• 2-5 years+ experience working in an IT Service Desk team/ or IT Field team supporting remote and onsite users
• 2-5 years+ experience in a relevant information technology role
• Excellent written and spoken English
• Fluent in German written and spoken

Functional expertise or method expertise

• Knowledge of ITIL is essential for this role
• Windows 11
• Office 365
• Azure/Intune (User and Group Management)
• Entra
• End-user device management

Gagandeep Virdi

Please submit your application, including salary expectations and potential date of entry, by submitting the form on the next page.

Working at thinkproject.com - think career. think ahead.

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