Service Engineer

About Us

OpenWay Group is the developer and provider of Way4 - a digital payment software platform used globally by banks, processors, telecoms, and retailers. OpenWay serves clients in over 100 countries and offers flexible deployment options including on-premises, cloud, or hybrid models. OpenWay is a global leader in payment processing platforms and digital wallets, recognized by Juniper, Aite, and Ovum.

About the Role

The person appointed will join the IT First Line team as a Service Engineer and will be responsible for providing first and second-line technical support, supporting end-user devices, and ensuring smooth operation of IT systems and services across the organization.

Reporting to the IT First Line Manager, this role encompasses support for both Windows and macOS environments, partial administration of Microsoft 365 and on-premises services, device management through Intune and AutoPilot, and maintaining accurate asset and configuration records within the CMDB. The position also involves occasional hands-on work in office server rooms, such as installing devices or servers, as well as providing support for UPS and HSM systems.

Furthermore, the Service Engineer will work in close collaboration with 3rd-line teams and other IT departments to resolve complex technical issues, create and enhance documentation, deliver user training, and contribute to maintaining an efficient, secure, and well-supported IT environment. This role includes providing both on-site and remote support to users.

What You'll Do

• Provide 1st and 2nd line technical support for hardware, software, and user access issues.
• Resolve incidents and requests escalated from the Service Desk queue, ensuring timely updates and clear communication with end users.
• Support Microsoft Cloud and On Prem services including Entra ID, Active Directory, Intune, AutoPilot ,Exchange, OneDrive, and Teams
• Configure and manage devices using Microsoft Intune, ensuring compliance with policies.
• Troubleshoot and maintain Windows 10/11 and macOS devices.
• Perform Onboarding and Offboarding processes, and hardware/software provisioning.
• Maintain accurate records of incidents and requests in the ITSM system.
• Collaborate with 3rd line support and other IT teams to escalate complex issues with clear troubleshooting notes.
• Participate in user training sessions and provide technical guidance to improve user experience.
• Contribute to knowledge base articles and internal documentation to improve support efficiency.
• Support meeting room systems, ensuring they are functional and well-maintained.
• Monitor system alerts and proactively address recurring technical issues.
• Perform occasional hands-on tasks in server room, such as maintaining the mobile farm, installing devices or servers and supporting UPS, HSM
• Keep the Configuration Management Database (CMDB) up to date with accurate asset information.
• Manage IT asset, ensuring devices are allocated to users, recorded properly, and stock levels are maintained.

What you bring

• 3+ years experience in IT.
• Proven experience in 1st and 2nd line IT support in a corporate environment.
• Prior exposure to
  ITSM systems
  for incident/request management and documentation.
• Strong troubleshooting skills for both Windows and macOS operating systems.
• Experience with Microsoft Intune and AutoPilot for device setup, configuration, and management.
• Good understanding of Microsoft 365 applications and services.
• Basic understanding of networking principles (TCP/IP, DNS, DHCP).
• Excellent communication skills with the ability to work effectively across teams and train users.
• Strong organizational skills with the ability to manage multiple open issues at once.
• Excellent knowledge of English language

Good to have

• University degree in Computer Science or Information Technology or other related field will be considered as an advantage.
• Common ITIL/ITSM knowledge
• Experience with PowerShell, Bash
• Familiarity with ITIL processes for incident handling and escalation.
• Hands-on experience with server room tasks (UPS, HSM, installing devices/servers, maintaining mobile farm)
• Experience supporting
  meeting room systems
  (Projectors, conferencing equipment).
• Knowledge of asset management processes and keeping a
  CMDB
  updated.
• Experience contributing to
  knowledge base articles
  and technical documentation.

Why you should work for us:

• You will join an established, leading payment software company where you'll have the chance to grow and increase your knowledge and responsibilities over time.
• You'll find a friendly working atmosphere.
• Competitive salary & yearly performance bonus.
• Provident fund.
• Private medical insurance.
• Flexible working hours.
• Corporate mobile phone.
• Regular corporate social events.
• Free snacks and drinks in the office.
• Free car parking and much more

If you're interested in joining OpenWay, please apply via Easy Apply along with your CV.

We appreciate your interest in our roles and the company. Your CV will be reviewed carefully by our HR team, and if we are ready to move forward with your application, we will contact you and explain the following steps.