Field Service IT Support Engineer

About the Job

Who we are:

At Global Blue, we firmly believe that enhancing the shopping experience drives performance.

Our mission is to seamlessly connect shoppers and brands worldwide by simplifying the shopping experience and boosting retailer performance. With over 40 years of industry expertise, we have pioneered Tax Free Shopping and expanded into the Payment and Post-Purchase business.

As a technology partner, we lead our industries with innovative technology and data-driven insights, bringing unparalleled value at every touchpoint along the shopping journey. We support retailers in handling over 35 million Tax Free Shopping transactions every year and our payment partners in elevating the experience of more than 31 million transactions worldwide. Our post-purchase solutions also cater to the needs of over 47m e-commerce shoppers. Listed on the New York Stock Exchange, we generated €20bn Sales in Store and €311M revenue in FY 2022/23.

Our diverse community of over 2,000 employees represent more than 80 nationalities across 53 countries. At Global Blue, we cultivate a culture of empowerment, encouraging our teams to collaborate and support one another.

Together, we innovate, create, and strive towards a brighter future for the businesses we serve.

With Global Blue, enjoy the journey.

Nature and Aim of the Position

Global Blue Malaysia is seeking a qualified Field Service IT Support Engineer to support the local office IT operations. This role is responsible for providing comprehensive on-site and remote IT support, including end-user hardware, office networks, servers, virtual machines, and branch office infrastructure.

The role requires the ability to handle both on-premises and remote support using standard remote management tools and Microsoft Teams as the primary communication platform.

What You'll Be Doing:

• Perform system activities including installation, configuration, migration, upgrading, troubleshooting, and maintenance of software, hardware, Wi-Fi, printers, and related peripherals.
• Manage Active Directory, including user account creation, permissions, and Organizational Units (OU).
• Provide Level 1 support for telephony, printers, LAN/VLAN, and Wi-Fi network-related issues.
• Diagnose and resolve hardware and software issues, including replacement of internal components for notebooks, desktops, network devices, and servers.
• Support the rollout of new and existing applications and hardware.
• Respond to and resolve support tickets within agreed service levels.
• Troubleshoot issues through to resolution, independently or in collaboration with local and global IT teams.
• Establish and maintain effective working relationships with internal users and cross-functional IT teams (network, security, and infrastructure).
• Ensure compliance with organizational IT standards, policies, and procedures.
• Support installation of network cabling, devices, and related network equipment.
• Set up, maintain, and monitor virtual machines, including scheduled backups.

Key Performance Indicators (KPIs)

• Imaging, maintenance, and troubleshooting of notebooks and end-user devices.
• Maintenance and availability of office file servers and IT infrastructure, including Wi-Fi and VLANs.
• Monitoring and control of user access and office IT equipment in compliance with corporate security standards.
• Timely resolution of user-reported issues with proper documentation for knowledge sharing.
• Accurate IT hardware inventory management.
• Effective coordination with internal and external stakeholders based on priority.
• Contribution to continuous improvement and optimization of IT processes.

Stakeholder Engagement

This role will work closely with:

• Branch office users, including senior management in the Malaysia office
• Network and Corporate Server Administrators
• Level 2 and Level 3 support teams (local and global)
• Information Security teams
• External vendors and service providers

Education and Required Skill Set

• Degree or Diploma in Information Technology or equivalent qualification with relevant experience
• Minimum 4–5 years of hands-on experience supporting desktops, laptops, and Windows operating systems
• Strong troubleshooting capabilities for hardware and operating system issues
• Experience with LAN/WAN/VLAN networking and virtual machine configurations
• Familiarity with router and switch configurations
• Experience working in a multinational or global organization
• Strong communication and documentation skills; proficiency in Microsoft Excel is preferred
• Proactive, self-motivated, and task-oriented, with the ability to work under tight timelines
• Flexibility to provide support outside regular office hours, including weekends or public holidays, when required
• Proficient English language skills (written and spoken)
• Demonstrated professionalism, positive attitude, and a strong sense of responsibility

Together, we go further:

At Global Blue, we believe that great work happens when talented people come together in a supportive and inspiring environment. Here's what you can look forward to:

• A role in a fast-growing, international company.
• Opportunities for professional development and career growth.
• A truly multi-cultural workplace, collaborating with colleagues from around the world.
• Inspiring team members and a dynamic, forward-thinking culture.

At Global Blue, we foster career growth through internal mobility, a multicultural environment, and an Agile Working Model that supports work-life balance and team spirit. Committed to sustainability, we prioritize positive impacts for employees, clients, and communities. Guided by our 5 Ways of Working, we focus on client satisfaction, collaboration, innovation, and value creation. As forward thinkers, we embrace open dialogue, continuous learning, and shared success to shape the future while delivering tangible results.

Feels like you Explore further!

Let's write the future together: apply now.

Follow us on Social Media! Global Blue