Service Desk Technician

About Paysafe

Paysafe (“Paysafe”) (NYSE: PSFE) (PSFE.WS) is a leading payments platform with an extensive track record of serving merchants and consumers in the global entertainment sectors. Its core purpose is to enable businesses and consumers to connect and transact seamlessly through industry-leading capabilities in payment processing, digital wallet, and online cash solutions. With over 20 years of online payment experience, an annualized transactional volume of over $130 billion in 2022, and approximately 3,300 employees located in 12+ countries, Paysafe connects businesses and consumers across 100 payment types in over 40 currencies around the world. Delivered through an integrated platform, Paysafe solutions are geared toward mobile-initiated transactions, real-time analytics and the convergence between brick-and-mortar and online payments. Further information is available at www.paysafe.com.

WHO WE ARE

Paysafe delivers a full suite of payment solutions. From online to in-store payments, merchant acquiring to payment gateways, alternative payments to omni-channel and secure cross-border e-commerce, and white-label credit solutions to mobile order and delivery platforms, we offer businesses an unbeatable one-stop solution. We process millions of transactions worldwide and we value our relationships at every point in the process.

Paysafe is a global company with a dynamic environment operating in multiple countries including the UK, Ireland, Bulgaria, Austria, Canada, and the US.

Are you ready to make an impact? Join our team that is inspired by a unified vision and propelled by passion.

WHAT YOU’LL BE DOING

Paysafe is currently looking for an IT Service Desk Technician who will be responsible for supporting our Jacksonville office and remote employees across North America.This position is required to be on-site.

Responsibilities:

• Provide first-level technical support to end users via phone, email, or in-person, ensuring prompt and effective issue resolution.
• Diagnose and troubleshoot hardware, software, and network-related problems, applying technical expertise to identify root causes and implement appropriate solutions.
• Escalate complex issues to senior technicians or other IT teams, tracking and monitoring the progress until resolution.
• Install, configure, and maintain computer systems, software applications, printers, and other IT equipment.
• Set up and support user accounts, permissions, and access rights, adhering to company security policies and procedures.
• Assist with IT asset management, including inventory tracking, maintenance, and disposal.
• Create and maintain documentation of IT processes, procedures, and user guides
• Perform onboarding and offboarding tasks for employees, including provisioning and deprovisioning of user accounts, hardware, and software licenses
• Develop, coordinate and drive local and global IT projects
• Prepare and maintain Service Desk procedural user guides and troubleshooting documentation
• Analysing gaps and opportunities for day to day process improvements within the Service Desk
• Schedule, organize, task, and report on Service Desk project progress

WHAT WE’RE LOOKING FOR

• 3+ years' experience working in an IT service desk or help desk role
• Experience with Microsoft Windows 10/11, Apple MacOS / iOS and Android OS
• Experience with support and troubleshooting of LAN, WiFi and VPN networks
• Experience and fundamental understanding of IP networking such as DHCP, DNS & IP Schemes
• Strong knowledge of user peripherals (laptops, monitors, docks, headsets, phones)
• Strong knowledge of office technology (Microsoft Surface Hub, Lenovo conference systems, Canon printers)
• Excellent knowledge in all MS Office Products, Exchange Admin Center, Azure Portal
• Familiarity with IT service management (ITSM) principles and ticketing systems
• Understanding of TCP/IP, VPN, DHCP, DNS
• Experience with MS Azure, Intune, Active Directory and MS Exchange is an asset
• Excellent organization, communication and time-management skills
• Ability to work well under pressure and handle multiple priorities in a fast-paced environment
• Ability to deal with confidential issues and work under pressure
• Strong customer service, organizational, and communication skills
• Ability to work autonomously and prioritize workload
• Experience with agile methodology

Our core competencies:

• High level of honesty and integrity
• Collaborate and foster teamwork
• Focus on results
• Take initiative

Life at Paysafe:
One network. One partnership. At Paysafe, this is not only our business model; this is our mindset when it comes to our team. Being a part of Paysafe means you’ll be one of over 3500 members of a world-class team that drives our business to new heights every day.

Our culture values humility, high trust & autonomy, a desire for excellence and meeting commitments, strong team cohesion, a sense of urgency, a desire to learn, pragmatically pushing boundaries, and accomplishing goals that have a direct business impact.

Equal Employment Opportunity
We provide equal employment opportunities to all employees, and applicants for employment, and prohibits discrimination of any type with regard to ethnicity, religion, age, sex, national origin, disability status, sexual orientation, gender identity or expression, or any other protected characteristics. This policy applies to all terms and conditions of recruitment and employment. If you need any reasonable adjustments, please let us know. We will be happy to help and look forward to hearing from you.