IT Field Engineer

• The holder of this position is responsible to support to any technical matters of the systems or certain GB products in mainly merchants/shops and Downtown Cash Refund lounge.
• Provide local on-call support to Global Blues customers (merchants) and Refund Offices. All contacts (i.e. incidents, requests…) must be logged in an accurate and timely way as per defined Merchant Services processes.
• Ready to support merchants during merchant working hours (9 am to 9 pm local time) during weekdays as well as weekends and public holidays based on On-Call duty shift allocation.
• Provide Level 1 & 2 support for debugging the IT solutions related issues which includes software system related issues and hardware issues pertaining to Desktop, Mobile Devices and Android Electronic Data Communication (EDC) Terminals.
• Operate the Issue Tracking System and the related processes including communication and escalation structures.
• Ensure the fast restore of services across all IT systems by identifying and implementing fixes or workarounds. (Note: Global Blue Operation runs on 24/7)
• Ensure diagnostic, classification and fault Isolation of incidents and assess priority and severity.
• Performing on-site field service to effectively debug, resolve or escalate all incidents related to IT solutions of Global Blue implemented at merchant shops and/or at lounges and airports.
• Install, Maintain, Deinstall, Change of Global Blue Issuing Solutions according to Merchant Services processes and procedures.
• Provide technical support to sales team during IT solutions implementation and training and provide post-implementation support related to the Issuing Solutions (onsite, or by phone).
• Maintain, operate and keep the local inventory accurate and provide inventory access/reports to Global Blues Merchant Solutions team.
• Support Kiosk Issue and problem, incident in terms of software and hardware maintenance.

• IT or Technology education or equivalent technical work experience.
• 2 – 5 years’ experience in a similar IT Support position of IT Service Desk or Technical Support (First Level).
• Positive approach and Support / Customer Service oriented attitude and ability to take initiative.
• Possess systematic and structured approach for troubleshooting tasks.
• Prior working experience for POS systems, Payment terminals or online portal software or at least knowledge and understanding of technologies and functionalities of typical POS system, payment terminals, industry grade android-based hardware (phones, tablets, Android Payment terminals) is advantageous.
• Familiarity with Ticketing system and Tools such as 4ME, Remedy, Jira and Clarity will be added advantage.
• Experience in Payment Systems/Solutions is a plus.
• Proven understanding of customers’ needs and able to provide solutions or escalate issues.
• Independent and self-motivating personality, able to work under remote management.
• Ability to work in a team and present ideas clearly and concisely.
• Willingness to travel (max 70%), though Seoul and Metropolitan area
• Basic English communication skills (oral & written).
• Basic knowledge of MS Excel tool and knowing how to use basic inbuilt functions in MS Excel for some data analysis.

Global Blue