IT Field Engineer – End‑User Support

About the role

We are looking for an IT Field Engineer to provide on‑site and remote technical support to Thinkproject’s end users across its European offices. The role ensures that all IT systems and equipment run smoothly, following ITIL‑aligned processes.

Key responsibilities

• Log and triage user tickets, perform initial diagnostics and aim for first‑time resolution within defined SLAs.
• Deliver desktop‑level technical assistance in person, by phone, email or instant messaging.
• Maintain and improve standard operating procedures for asset management, user account provisioning, device configuration and application deployment.
• Support IT audits, create and update knowledge‑base articles and user manuals, and provide end‑user training.
• Coordinate hardware procurement, manage local asset inventory and ensure seamless onboarding of new employees.
• Travel to designated Thinkproject offices in the EU to maintain facilities and support regional IT projects.
• Assist with application packaging, deployment and testing of new technologies.

Required profile

• Strong customer‑service orientation with the ability to work independently.
• Experience following ITIL processes for incident, change and request management.
• Proven ability to document procedures and create clear user guides.
• Willingness to travel to multiple office locations as needed.

Required skills

• ITIL framework
• Desktop support
• Ticketing system usage
• Asset management
• Application deployment