Helpdesk Engineer

2 days ago

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Paysend

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Paysend is a global FinTech disruptor. Listed in the FT 1000: Europe’s Fastest Growing Companies of 2023.

send money • smart card • digital platform • financial services • funds transfer

201 - 500

💰 Venture Round on 2021-12

Description

• Provide first-level technical support via phone, email, chat, or in-person • Evaluate and categorize incoming support requests • Diagnose and troubleshoot hardware and software issues • Assist users with software installations and updates • Provide guidance for hardware components • Handle password reset requests and account management • Maintain records of support requests and resolutions • Contribute to knowledge base development • Utilise remote desktop tools for issue resolution • Offer basic training to users • Escalate complex issues to higher-level IT support • Follow incident management procedures to handle IT incidents • Provide professional customer service • Assist with tracking IT assets and licenses • Gather user feedback to improve services • Educate users about security best practices • Adhere to shift schedules and provide after-hours support

Requirements

• Strong knowledge of computer hardware and software • Ability to diagnose and resolve technical issues • Excellent customer service and interpersonal skills • Clear communication skills for explaining technical concepts • Strong problem-solving abilities • Adaptability to new technologies • Proficiency in using remote support tools • Thorough documentation skills • Effective prioritisation skills • Collaboration skills • Efficient time management • Familiarity with ITIL principles • Basic understanding of cybersecurity • Capability to provide training to users • Empathetic approach to user frustrations • Incorporating user feedback for service improvement • Ability to handle multiple requests efficiently • Capability to work under pressure • Willingness to stay updated with IT trends • Respect for cultural differences • Experience with MDM solutions • Collaboration with DevOps and Security teams • Experience with collaboration tools • Basic understanding of financial processes relevant to fintech

Benefits

• Empowering people to succeed in their jobs • Fair compensation for expertise • Opportunities for growth and development