Field Services Engineer (m/f/x/d)

Are you a hands-on IT professional who thrives on solving real-world technical challenges, building strong relationships, and keeping the wheels of a global organisation turning smoothly? At Swiss Re, we're looking for a Field Services Engineer who brings both technical expertise and a natural ability to lead — someone who can be the go-to person for IT support in Munich while also stepping up as a local team leader. If you love variety, ownership, and making a tangible difference every day, this could be your next great move.

About the Role

As a Field Services Engineer based in Munich, you'll be at the heart of Swiss Re's local IT operations — delivering expert on-site and remote support, managing assets, coordinating with vendors and contractors, and ensuring our colleagues can work seamlessly every day. Beyond your technical responsibilities, you'll take on a local team leadership role, acting as the key point of contact for contractors and overseeing local vendor contracts. You'll be a trusted partner to the business, a knowledge champion within the team, and a driving force behind service excellence.

Key Responsibilities

• Lead locally: Act as the local team leader for the Munich site, providing guidance and coordination to on-site contractors and ensuring consistent service delivery standards.
• Manage vendor relationships: Oversee local vendor contracts, coordinate service agreements, and act as the primary liaison for local IT suppliers and third-party providers.
• Resolve incidents and requests: Address and create incident tickets from the area queue, document resolutions, assign tickets to the appropriate transfer groups, and apply workarounds and solutions in a timely manner.
• Fulfil service requests: Validate and approve hardware and software requests, ensuring alignment with policy guidelines; educate and advise requestors where needed.
• Asset and inventory management: Maintain accurate records in the asset management tool, handle device repairs with vendors, manage hardware replacements, donations of old hardware, and disposal of electronic waste.
• Workplace provisioning: Execute the procurement and staging of Swiss Re workplace hardware and software, including decommissioning of devices when required.
• Provide remote and on-site support: Deliver timely, effective support adhering to departmental standards, policies, and OLAs, minimising the impact of incidents and service failures on business operations.
• Support meetings and events: Provide meeting room support, lend and administer loaned equipment, and instruct travelling users on IT setups.
• Knowledge management: Ensure knowledge articles published in the database meet technical and communication requirements; share expertise with the team and with customers.
• Communicate effectively: Manage customer expectations with conflicting priorities, communicating clearly and in a timely manner with both internal and external IT units and business customers.

About the Team

The Field Services UK and Central EMEA team is a dynamic group of IT professionals dedicated to keeping Swiss Re's workforce connected and productive. Based in Munich, the local team delivers expert on-site IT support for Swiss Re employees, covering laptops, printers, mobile devices, multimedia systems, and local IT projects — ensuring seamless operations for meetings, events, and day-to-day business. The team works collaboratively across locations, partnering with global IT functions to uphold the highest standards of service delivery.

About You

You are a proactive, customer-focused IT professional with a passion for solving problems and a natural ability to lead. You bring a calm, organised approach to a fast-paced environment, manage competing priorities with ease, and communicate confidently with stakeholders at all levels. You take ownership, inspire trust, and are committed to delivering exceptional service — every time.

Required Qualifications

• Solid technical knowledge of Windows 10/11, MS Office, Outlook, and networking fundamentals (TCP/IP, Ethernet).
• Hands-on experience managing hardware and mobile assets, including procurement, staging, repair coordination, and disposal processes.
• Proven experience in a technical IT support environment, including working with users across different cultural backgrounds and locations.
• Experience with incident, request, and problem management tools, with a strong understanding of ITIL-aligned processes and SLA management.
• Demonstrated ability to coordinate contractors and/or manage local vendor relationships, including contract oversight and service delivery accountability.

Nice-to-Have Qualifications

• Experience in a local team leadership or coordination role, with the ability to guide and support colleagues or contractors on-site.
• Project management skills, with experience contributing to or leading local IT projects.
• Familiarity with SMARTHANDS processes and large-scale event or meeting room IT support.
• Knowledge of ordering systems and configuration management databases (CMDB).
• A relevant technical degree, diploma, or IT certification (e.g., CompTIA A+, ITIL Foundation).
• Multilingual ability — excellent English is essential; German language skills are a strong advantage given the Munich location.
• Strong analytical and organisational skills, with the ability to assess work processes and overcome obstacles to meet goals.

Due to the nature of the Field Services IT position, this role requires a full-time on-site presence (five days per week in the office). Please ensure this working arrangement aligns with your expectations before applying.

For Germany, the base salary range for this position is between 66,000€ and 110,000€ for a full-time role. The specific salary offered considers:

• The requirements, scope, complexity and responsibilities of the role.
• The applicant's own profile including education/qualifications, expertise, specialisation, skills and experience.

In situations where a candidate does not meet all requirements or significantly exceeds them, the offered salary may be below or above the advertised range. In addition to the base salary, employees may be eligible for additional rewards and benefits, including an attractive performance-based annual bonus.