Junior IT Service Desk Specialist - Remote Opportunity

About the Role

We are seeking a Junior IT Service Desk Specialist to join our team remotely. At Paddle, we empower digital product companies by providing a seamless payment infrastructure. As a Junior IT Service Desk Specialist, you will play a crucial role in ensuring our global team has the necessary hardware and software to excel in their roles. You will proactively identify and resolve IT issues, ensuring that our Paddlers can work efficiently and effectively.

What You'll Do

• Provide first-line IT support to Paddlers in a timely manner via our ticketing system or in person at our London Hub.
• Triage complex issues and escalate where appropriate to ensure swift resolution.
• Onboard new team members by introducing them to Paddle and assisting them with their hardware and software setup.
• Handle offboarding for departing team members, ensuring systematic removal of users and collection of Paddle-owned hardware.
• Maintain a knowledge base of support articles and internal process documentation using Notion.
• Identify trends in support tickets and propose improvements to address root causes of repeated issues.
• Manage the daily administration of our core SaaS platforms including Okta, Kandji, Freshservice, Google Workspace, Slack, Zoom, and Notion.

Requirements

• Ability to work effectively both as part of a high-performing IT team and independently to achieve agreed objectives.
• Passion for IT and security, with the ability to provide a seamless experience for other Paddlers.
• Curiosity about emerging technologies, including AI, and excitement to learn how they can improve team workflows.
• Effective communication skills across all functions and levels of the business.
• Prior experience in IT support or a related field is a plus.

Nice to Have

• Experience with SaaS tools and platforms.
• Knowledge of IT security best practices.
• Familiarity with ticketing systems and support documentation.

What We Offer

• Attractive salary and stock options.
• Retirement plans and private healthcare.
• Unlimited holidays and 4 months of paid family leave regardless of gender.
• Investment in your learning and personal development through an annual learning fund and training opportunities.
• A transparent, collaborative, and respectful culture where every Paddler is valued.