Senior Helpdesk Technician - Madrid, ES

About us:

Every day, the complex challenges of global shipping and logistics bring growing pains that fast-growing online brands struggle to negotiate. Getting products into the hands of customers quickly and affordably is a challenge for most. At Auctane, we serve and champion these merchants every day. Our software stack solves shipping and logistics problems that arise as merchants scale, so they can focus their time, energy, and resources on what matters most.

Auctane is a team of shipping and software experts with a passion for helping merchants move their ideas, dreams and innovations around the globe. The Auctane family includes ShipStation, ShipWorks, ShipEngine, ShippingEasy, Stamps, Endicia, Metapack, Shipsi, GlobalPost, and Packlink. Our partners include Amazon, UPS, USPS, eBay, BigCommerce, Shopify, WooCommerce, and Walmart.

What you will find 

• Business communication platforms: Slack & Zoom
• GSuite
• Network office management - WiFi & Switching on Meraki equipment 
•  VoIP on Zoom
•  CCTV
•  Atlassian (Jira / Confluence)
• Okta administration
• VPN with Sophos
• MDM (Kandji and Intune)
• Equipment management (configuration and logistics)
•  ...and last but not least, you'll have the chance of working in a multi OS environment: Windows & Mac

What you will be doing: 

• Serve as the first point of contact for internal customers seeking technical assistance
• Drive customer satisfaction and deliver outstanding end user support.
• Manage, prioritize, and resolve help desk tickets, maintaining a high bar for response and resolution times
• Follow-up and update internal customer status and information
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Direct unsolved issues to the next level of support personnel
• Assist in maintaining an accurate inventory of all equipment and license …