Senior Helpdesk Technician (IT Support and Facilities)

 

About us

At Auctane, we are united by a passion to help sellers — wherever they are, however they operate — fulfil the promises they make to consumers. The Auctane's mission is to fuel commerce through exceptional delivery. We make it possible for businesses to meet the ever-rising expectations of their customers, and we make the world smaller and more accessible to consumers everywhere. Auctane brands enable hundreds of thousands of merchants to annually deliver billions of products — over $200 billion worth — to customers around the globe. And Auctane is just getting started.

Auctane is a team of shipping and software experts with a passion for helping merchants move their ideas, dreams and innovations around the globe. The Auctane family includes ShipStation, ShipWorks, ShipEngine, ShippingEasy, Stamps, Endicia, Metapack, Shipsi, GlobalPost, and Packlink. Our partners include Amazon, UPS, USPS, eBay, BigCommerce, Shopify, WooCommerce, and Walmart.

Our values

About the role

You'll find:

• Business communication platforms: Slack & Zoom
• GSuite
• Network office management - WiFi & Switching on Meraki equipment 
•  VoIP on Zoom
•  CCTV
•  Atlassian (Jira / Confluence)
• Okta administration
• VPN with Sophos
• MDM (Kandji and Intune)
• Equipment management (configuration and logistics)
•  ...and last but not least, you'll have the chance of working in a multi OS environment: Windows & Mac

What will you be doing?

• IT Support

  • Work SLA driven tickets via Jira Service Management ticketing system

  • Serve as the first point of contact for internal customers seeking technical assistance

  • Drive customer satisfaction and deliver outstanding end user support.

  • Manage, prioritize, and resolve help desk tickets, maintaining a high bar for response and resolution times

  • Follow-up and update internal customer status and information in a prompt manner

  • Perform remote troubleshooting through diagnostic techniques and pertinent questions

  • Determine the best solution based on the issue and details provided by customers

  • Direct unsolved issues to the next level of support personnel
    
    

  Office Management

  • Assist in maintaining an accurate inventory of all equipment and license assignments

  • Identify and suggest possible improvements to procedures

  • Onboarding and offboarding of users

  • Undertake facility-related tasks and take co-ownership of the relationship with the service team of the building.

  • Work in a team and effectively interact with others

What are we looking for?

• Proven experience as a help desk technician support role of at least 3-4 years in a similar position.
• Experience using a helpdesk system. (E.g. Zendesk, Jira)
• Good working knowledge of Mac and PC environments. 
• Experience with single sign-on and MDM solutions
• Basic networking knowledge would be an advantage Analytical by nature and enjoys troubleshooting and solving complex problems.
• Ability to quickly adapt and learn with minimal oversight.
• Excellent internal customer service, communication, and coordination. 
• Previous experience in similar roles or have proven strong technical skills.
• Constantly striving for automation and efficiency
• Ability to balance multiple competing priorities in a fast-paced environment
• Comfortable working with multiple teams and balancing their needs
• Excellent English communication skills - verbal and written
• Some tasks may be related to a facilities role so need to be flexible in assisting

What will make you stand out?

• Previous experience in a similar start-up environment.
• Multinational experience

What do we offer?

• 💸 Clear and transparent compensation plan. The salary range for this role is up to 30,000 € depending on experience. We will discuss the indicated range with you in the first recruiting call to ensure that we are on the same page. 
• 📦 99% discount on your personal shipment orders via Packlink.pro
• 💙 Up to 150 USD/year to match your NGO donations! We are happy to support your initiatives by duplicating the amount donated.
• 😊 Volunteer day. You can take 1 day off per year to participate in volunteering activities! We will love to see some pictures in our slack!
• Referral Fee 🔗 We need your support in hiring top-class talent! We offer a re