Your opportunity

As a Senior Service Desk Engineer, you bring a strong expertise in managing IT systems, particularly with Apple technologies, along with a solid understanding of network layers. At Mollie, we're experiencing rapid growth, and we're looking for someone like you to help support and optimize our workplace while providing top-notch assistance to our team.

Our department is responsible for onboarding around 40 new employees every month, and you'll play a pivotal role in ensuring a smooth experience for both current and incoming colleagues. Your key duties will include handling complex incidents, resolving problems, managing requests within the Service Desk team, and ensuring we uphold our high standards of support.

At Mollie, we are committed to excellence, and we believe that starts with creating the best work environment. If you're passionate about technology and excited to join a fast-growing team, we’d love to hear from you. Apply today, and let’s elevate Mollie together!

What you'll be doing

• In your day-to-day role, you'll be instrumental in delivering exceptional service and top-tier technical support to all Mollie employees, covering networking, hardware, software, and other IT services.

• You will serve as an escalation point and mentor for the Service Desk technicians, troubleshooting and resolving technical issues across the support spectrum.

• You’ll provide expert assistance to over 700 Mollie employees, with a focus on Apple systems, while also supporting cross-platform environments, including Windows.

• Additionally, you’ll contribute to the creation and refinement of support procedures and documentation, ensuring efficient delivery of access to systems and infrastructure, while continuously enhancing existing processes.

• When needed, you will escalate issues to the appropriate team or external vendor, ensuring all incidents are tracked and resolved in line with our SLAs.

• With a proactive mindset, you’ll drive improvements, actively engage in projects, and contribute to the continuous enhancement of our services.

What you’ll bring

• A customer-first mindset with a passion for delivering excellent service.

• Hands-on experience with JIRA or other service management platforms.

• Over 4 years of IT support experience, with advanced skills in troubleshooting AV, Apple/iOS, networking, software, and managing MDM solutions like Jamf.

• Proficiency in administering enterprise applications such as GSuite, Office365, Slack, and others.

• Strong technical documentation and knowledge base (KB) writing skills.

• A solid understanding of IT systems, access infrastructure, and security best practices.

• Ability to diagnose and resolve technical issues across the support portfolio.

• Self-sufficient, well-organized, and capable of prioritizing a busy workload.

• A keen eye for identifying process improvements and leading the implementation of changes.

• Strong collaboration skills with cross-functional teams to ensure customer needs are met.