IT Helpdesk Specialist

WHO WE ARE 🌍 We help creators get more out of every conversation with Instagram-focused automations and support for other channels like Messenger, WhatsApp, and TikTok. The result? Better engagement, more sales, and real, sustainable growth. With a diverse team of 350+ people spread across three continents, we’re building the leading Chat Marketing platform that is used — and loved — by more than 1.5 million customers worldwide. WHO WE'RE LOOKING FOR 🌟 You're the person who notices the AV cable is wrong before the meeting starts. Who has the new hire's laptop ready before they've hung up their jacket. Who fixes things without being asked, because you spotted the problem first. If that sounds like you, keep on reading! We're looking for an IT Helpdesk Specialist to join our Barcelona team. Our largest and most dynamic hub, with 143 employees, a packed events calendar, and an office expansion in progress. You'll work side-by-side with our existing Barcelona IT Specialist, owning everything from daily helpdesk and onboarding to event AV and hardware lifecycle. Real ownership from day one. No two days are the same. Sound like your kind of role? WHAT YOU'LL DO 🚀 Onsite Support & Daily Helpdesk • Be the first point of contact for IT requests from Barcelona employees via Slack, walk-up, and our service desk (Freshservice). • Troubleshoot hardware, software, and connectivity issues on macOS devices (Jamf-managed fleet) and peripherals. • Handle account access requests, password resets, MFA re-enrollment, and app access through Okta and Google Workspace. • Escalate complex issues to our IT Administrators and IT Team Lead with full context and logs. Onboarding & Offboarding • Prepare and issue laptops, peripherals, and accessories to new hires; handle all day-1 account setup. • Collect and process returned equipment from leavers; update asset inventory in AssetSonar. • Coordinate with HR and Talent for upcoming joiners; manage hardware delivery SLAs. • Coach new employees on tools, device setup, and company IT processes. AV & Events Support • Set up, support, and troubleshoot end-to-end AV equipment (microphones, video cameras, lighting, displays, and all related gear) for internal events, All-Hands meetings, and external meetups. Note that some events may take place outside regular hours. • Ensure meeting rooms are ready daily: displays, cameras, microphones, Zoom Rooms, and cables • Troubleshoot AV issues in real time during events; coordinate with vendors for hardware-level repairs • Help plan and execute the AV setup for the Barcelona office expansion • Manage live video broadcasting for meetups and external events, including routing streams to YouTube and various social media platforms. • Operate and optimize AV setups, utilizing software like OBS Studio or dedicated hardware streaming systems. Continuously look for ways to improve our broadcasting quality and AV workflows. Asset Management & Procurement • Maintain accurate asset inventory for the Barcelona office (hardware, peripherals, consumables). • Coordinate local hardware procurement: gather quotes, place orders with vendors, and track deliveries. • Manage the loaner pool, consumables, and device rotation to avoid aging stock. • Support hardware refresh cycles and decommissioning workflows. Office Infrastructure • Assist with Wi-Fi, wired connectivity, and printer troubleshooting at the office level. • Support the Barcelona office expansion: coordinate with vendors and building management on IT infrastructure requirements (cabling, network points, AV installation). • Help implement improvements to meeting room setup and network reliability. Documentation & Knowledge • Maintain IT knowledge base articles, quick guides, and FAQs for Barcelona employees. • Document solutions to recurring issues and contribute runbooks for the IT team. • Share feedback with IT Administrators on gaps in current processes and tooling. TO SHINE IN THIS ROLE 💥 You’ll need: • 3+ years of IT support experience in a SaaS or technology company — you've supported real users at scale, handled the full helpdesk lifecycle, and know what good IT operations looks like. • macOS and Jamf experience: comfortable enrolling devices, pushing profiles, troubleshooting macOS issues; this is a Mac-first environment. • Hands-on AV, live streaming, and events support: you've set up and operated AV equipment for corporate events and live broadcasts (cameras, microphones, OBS, streaming hardware). You are highly stress-resistant, deeply proactive, and stay completely calm when troubleshooting issues on the fly in front of 100+ people or during a live stream. • Onboarding/offboarding process experience: you know what "day-1 ready" means and how to deliver it reliably. Technical Skills • Google Workspace: user management, basic admin tasks (groups, shared drives, delegation). • Okta basics: password resets, MFA, and app assignment; or strong readiness to learn quickly. • Service desk tools: experience…