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Helpdesk Engineer

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Paysend

Sep 16

  • Job
    Full-time
    Junior & Mid Level
  • Customer Relations
    IT & Cybersecurity
  • London

AI generated summary

  • You need strong tech skills, customer service abilities, problem-solving, clear communication, remote support proficiency, ITIL knowledge, cybersecurity basics, and experience with MDM solutions and collaboration tools.
  • You will provide first-level support to users, troubleshoot IT issues, assist with software/hardware, manage accounts, maintain records, and contribute to a knowledge base while delivering excellent customer service.

Requirements

  • Strong knowledge of computer hardware, operating systems (e.g., Windows, macOS), and common software applications.
  • Ability to diagnose and resolve a wide range of technical issues effectively and efficiently.
  • Excellent customer service and interpersonal skills, including patience, empathy, and active listening.
  • Clear and concise verbal and written communication skills for explaining technical concepts to non-technical users.
  • Strong problem-solving abilities to analyze issues, identify root causes, and implement solutions.
  • Ability to adapt to new technologies, software, and support processes in a dynamic IT environment.
  • Proficiency in using remote support tools to assist users with technical issues remotely.
  • Thorough documentation skills to maintain accurate records of support requests and resolutions.
  • Effective prioritisation skills to handle multiple support requests and incidents simultaneously.
  • Collaboration skills to work closely with other IT professionals and departments when necessary.
  • Efficient time management skills to meet response and resolution timeframes.
  • Familiarity with ITIL (Information Technology Infrastructure Library) principles and best practices for IT service management.
  • Basic understanding of cybersecurity principles and the ability to educate users about security risks.
  • Capability to provide basic training to users on IT tools and resources.
  • Empathetic approach to understanding user frustrations and concerns while providing support.
  • Skill in receiving and incorporating user feedback for continuous improvement of IT services.
  • Ability to handle multiple support requests and switch between tasks efficiently.
  • Capacity to work well under pressure, especially during critical incidents or high-demand periods.
  • Willingness to stay updated with the latest technologies and IT trends to provide up-to-date support.
  • Awareness and respect for cultural differences when interacting with users in a diverse environment.
  • Experience working with MDM solutions (Intune, Jamf).
  • Collaboration with DevOps, Security, Monitoring, DBA teams on common tasks and projects.
  • Experience working with collaboration tools (Slack, Google Workspace, Jira, Confluence).
  • Basic understanding of financial processes and terminology relevant to the fintech industry.

Responsibilities

  • Key Responsibilities:
  • Provide first-level technical support to end-users via phone, email, chat, or in-person, addressing their IT-related issues and inquiries.
  • Evaluate and categorize incoming support requests, prioritising them based on urgency and impact on business operations.
  • Diagnose and troubleshoot hardware and software issues, guiding users through problem-solving steps and escalating complex problems when necessary.
  • Assist users with software installations, updates, and configurations, including common applications and company-specific software.
  • Provide guidance and troubleshooting for hardware components such as computers, printers, scanners, and peripherals.
  • Handle password reset requests, account unlocking, and user access management as per security protocols.
  • Maintain detailed records of support requests, resolutions, and user interactions for reference and reporting.
  • Contribute to the development and maintenance of a knowledge base with FAQs, troubleshooting guides, and user resources.
  • Utilise remote desktop tools to access and resolve issues on users' computers when on-site support is not feasible.
  • Offer basic training to help users become more proficient in using IT resources and software.
  • Escalate complex issues to higher-level IT support or specialised teams and ensure prompt resolution.
  • Follow incident management procedures to handle critical IT incidents and minimise downtime.
  • Provide friendly and professional customer service, ensuring users feel supported and valued.
  • Assist with tracking and managing IT assets, including hardware inventory and software licenses.
  • Gather user feedback and suggestions to improve IT services and support processes.
  • Educate users about security best practices and report any security incidents or breaches.
  • Adhere to shift schedules, ensuring coverage during business hours and, in some cases, providing after-hours support.

FAQs

What is the primary role of a Helpdesk Engineer at Paysend?

The primary role of a Helpdesk Engineer at Paysend is to provide first-level technical support to end-users, addressing their IT-related issues and inquiries through various communication channels such as phone, email, chat, or in-person.

What tools do Helpdesk Engineers at Paysend use?

Helpdesk Engineers utilize remote desktop tools to assist users with technical issues remotely, as well as collaboration tools like Slack, Google Workspace, Jira, and Confluence to communicate and collaborate with teams.

What type of support requests will I handle?

You will handle a wide range of support requests, including diagnosing and troubleshooting hardware and software issues, assisting with software installations and configurations, and managing user accounts and access.

Is prior experience in the FinTech industry required for this position?

While prior experience in the FinTech industry is not strictly required, a basic understanding of financial processes and terminology relevant to the sector will be beneficial.

What skills are essential for a Helpdesk Engineer at Paysend?

Essential skills include strong knowledge of computer hardware and operating systems, excellent customer service and interpersonal skills, effective problem-solving abilities, proficiency in using remote support tools, and the ability to communicate technical concepts clearly to non-technical users.

Are there opportunities for professional development at Paysend?

Yes, Paysend is committed to empowering employees and provides opportunities for growth and development as the business evolves.

What is the company culture like at Paysend?

The company culture at Paysend emphasizes innovation, collaboration, and a commitment to breaking the status quo in the FinTech industry, with a focus on teamwork and supporting each other in achieving goals.

Will I receive training during onboarding?

Yes, new Helpdesk Engineers will receive training to help them become proficient in using IT resources and software, as well as understanding the specific tools and processes used by Paysend.

Are there specific shift schedules for this role?

Yes, Helpdesk Engineers are expected to adhere to shift schedules to ensure coverage during business hours, and in some cases, may provide after-hours support.

How does Paysend view user feedback regarding IT services?

Paysend values user feedback and encourages Helpdesk Engineers to gather and incorporate user suggestions to improve IT services and support processes continuously.

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Paysend

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

Finance
Industry
201-500
Employees
2017
Founded Year

Mission & Purpose

At Paysend, we're on a mission to deliver the World's Simplest Money Transfer. Paysend is a next-generation integrated global payment ecosystem, enabling consumers and businesses to pay and send money online anywhere, anyhow and in any currency. Paysend is UK-based and has global reach having been created in April 2017 with the clear mission to change how money is moved around the world. Paysend currently supports cross-network operability globally across Mastercard, Visa, China UnionPay and local ACH and payment schemes, providing over 40 payment methods for online SMEs. Paysend can send money to over 170 countries worldwide and has attracted more than six million consumers to its platform. As a global end-to-end payment platform, Paysend has a global network of banks and international and local payment systems and has partnerships with the major international card networks Visa, Mastercard and China Union Pay as a principal members and certified processors. Paysend: Simple Money Transfer Download the Paysend app from the App Store or Google Play.

Benefits

  • Learning

  • Community

  • Culture Exchanges

  • Competitive Salary

  • Working from home

  • Flexible working hours