Senior Helpdesk Technician

About us

In Packlink we want to be the fastest-growing global provider of shipping services and technology.

We are building the best shipping platform for private customers and businesses. Shipping is a complex business and small to medium businesses need a solution to the problems shipping brings into their day to day work. With our technology, SMBs can improve their shipping experience delivering a premium service to their customers.

At Packlink Engineering team we are looking for our new colleagues, people eager to join a motivated high impact team to improve our product and systems. You'll find a friendly and welcoming work environment.

You will bring your people and leadership skills to work with talented people to understand their needs and help them progress through their careers.

To achieve this we work in interdisciplinary teams with clearly defined responsibilities in a company with more than 15 nationalities.

What you'll find is:

Business communication platforms: Slack / Zap /Airtable
Sophos AV / FW / VPN management
AD DS Windows 2016
WiFi & Switching on Meraki equipments
VoIP on iVoz system
NAS management
Atlassian (Jira / Confluence)
...and last but not least, you'll have the chance of working into a dual environment: Mac & Linux.

What you'll be doing:

Serve as the first point of contact for customers seeking technical assistance
Manage, prioritize, and resolve help desk tickets, maintaining a high bar for response and resolution times
Perform remote troubleshooting through diagnostic techniques and pertinent questions
Determine the best solution based on the issue and details provided by customers
Walk the customer through the problem-solving process
Direct unsolved issues to the next level of support personnel
Provide accurate information on IT products or services
Record events and problems and their resolution in logs
Follow-up and update customer status and information
Pass on any feedback or suggestions by customers to the appropriate internal team
Identify and suggest possible improvements on procedures
Identify commercial opportunities from any support ticket received
Support the implementation and deployment of internal business systems and solutions
Manage new hire hardware/software preparation and onboarding
Maintain IT inventory for PC builds, hardware, software, and basic IT supplies

What we're looking for:

Proven experience as a help desk technician support role
Tech savvy (Hardware, Software, Windows, Linux, MacOS,WiFi, LAN, GSuite, VMWare, VoIP)
Ability to diagnose and resolve technical issues
Strong verbal/written communication, problem solving and organizational skill
Customer-oriented and cool-tempered


Proficiency in English and Spanish is a plus
Previous experience in a similar start-up environment.
Cibersecurity knowledge/ experience

What we offer:

Competitive salary package. We're looking for the right person. Annual salary offer: from € 18,000 to € 24,000.
Up to 2000€/year budget to improve your skills.
Opportunity to attend and speak at local user groups as well as international events
Flexible working hours
Are you bored of those calls at any time? No worries, this position don't have on-call service
Paid vacation leave, birthday off
Amazing location, amazing city: Madrid center (next to Atocha station)
Free English/Spanish/French classes
We care about you: gym membership or private health insurance, 100% free

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