IT Helpdesk

Wallapop is a Barcelona based scale-up driven by the purpose to empower people to embrace a more conscious and human way of consumption. We believe in a world where collaborative economy is mainstream. This is what drives us.

Wallapop operates in Spain, Italy and Portugal, offering a catalogue of several hundreds of millions of products and services. Powered by technical innovation and continuous improvement, we bring together the scale & trust of classifieds with the marketplace's convenience & reach. Our mission is to enable a connected trade ecosystem, making 2nd-hand the norm through smart use of technology.

Backed by top investors such as Accel, Insight Partners & Naver Corp we bring our total valuation to 690 million EUR and are embarking on our international journey with the aim to become the world's best unique goods trading platform.

**The Challenge**

The main challenge as an IT Helpdesk is to provide effective and high-quality technical support in a constantly changing business environment, while maintaining high customer satisfaction and meeting established objectives and deadlines.

**What You Will Do**

As IT Helpdesk at Wallapop, your role will be to provide technical support to users, help them solve technical problems and improve their experience in using technology.
Some of the tasks you will perform will be:

- Diagnose and resolve technical problems: Use diagnostic and troubleshooting tools to identify and resolve technical problems, both hardware and software.
- Manage user accounts: Create, update, and delete user accounts, as well as reset passwords and other permissions as needed.
- Perform preventive maintenance: Perform preventive maintenance tasks on Wallapop systems to ensure they are working optimally and prevent future technical problems.
- Maintain up-to-date inventory of hardware.
- Document and follow procedures: Document all support requests and follow established procedures to ensure they are handled consistently and effectively.

**What We're Looking For**
- Provide technical assistance to our users, including the resolution of more complex technical problems that require greater knowledge and experience.
- Follows and keeps updated the documented procedures in the IT space for the performance of tasks.
- First contact to support and provide training to entry level IT technicians.
- IT contributes to the innovation of processes and more agile procedures for assistance and technical support.
- Stay up-to-date with the latest technologies and best practices in IT support.
- Advanced understanding of computer hardware, software, and network protocols.
- Ability to identify and diagnose more complex technical problems and develop solutions.
- Strong communication skills to interact with end users and collaborate with other IT teams.
- Ability to handle difficult user complaints and inquiries in a professional and courteous manner.

**What Would Be A Plus**
- Experience with MDM systems
- Experiences with centralised logical access control tools
- Audiovisual Experience

Do note that all our jobs are Barcelona based. We work in a mostly remote capacity offering great flexibility to our employees, but we believe in the power of getting together regularly in our office. As a first iteration, we expect a 4+ day/month office attendance for which the specifics are decided on a team level.

Wallapop is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees as we want Wallapop to be a place for everyone.

Additionally to the opportunity to contribute to an agile product set up and work together towards achieving our meaningful mission, we offer the following **Perks & Benefits**:

- Competitive phantom shares package for all employees
- Generous individual learning budget of 2k per year + our very own Wallalibrary
- Group and individual English & Spanish lessons as part of our working day
- Private Health Insurance with Cigna
- Flexible working hours + short Fridays
- Flexible remuneration to deduct from gross salary (kindergarten/food/transport check)
- Gym & Wellness plan, including physiotherapist in the office
- Generous referral Program & Charity Donation
- Extended newborn & adoption leave
- Bonus for weddings & newborns
- Wallarenta (Tax income support)
- Monthly plan for free shipping, bumps & home-pick-up on our services
- Wallanniversary loyalty program
- Contribution towards your WIFI in your monthly payroll
- One-off payment based on compensation package to go towards setting up your wallahome office
- Relocation package (monetary support and legal advice) and visa sponsorship, if applicable
- 26 holidays per year
- TOP hardware of your choice (latest Apple or Windows)

What does** the hiring process **for this position look like? _**Please, note that all interviews take place remotely over hangouts.**_

**Intro Call** - run by talent acquisition, focus on providing more information about the role