IT Helpdesk Specialist at Manychat

WHO WE ARE 🌍 Manychat is a leading Chat Marketing platform. We help businesses engage with their customers on Instagram, Facebook Messenger, WhatsApp, and Telegram. Trusted by over 1 million brands in 170+ countries, we're an official Meta Business Partner, backed by top investors, including Bessemer Venture Partners. With 400+ teammates across international offices in Austin, Barcelona, Yerevan, São Paulo, and Amsterdam - Manychat helps businesses across the globe improve their ROI and grow faster. 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 and support AV equipment for internal events, All-Hands meetings, workshops, and external meetups hosted in our Barcelona office. 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 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 and events support: you've set up and operated AV equipment for corporate events –- displays, cameras, microphones, conferencing systems; you stay calm when things break in front of 100 people. • 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 working in a ticketing system (Freshservice, Zendesk, Jira, YouTrack, or similar) and keeping queues organized. • AI-Powered Productivity: you actively use modern LLM tools (Claude Code, ChatGPT, Codex, Gemini) in your daily work — for writing, troubleshooting research, drafting documentation, automating workflows or finding faster solutions; this is a hard requirement. • Asset tracking: comfortable maintaining hardware records, updating inventory systems. Soft Skills & Approach • Proactive, not reactive: you spot problems before they become tickets and fix things without being asked. • Clear communicator: you write concise, helpful responses and can explain technical issues to non-technical users without jargon. • Calm under pressure: you perform well during onboardings, live events, and multi-issue days without dropping the ball. • Team player: you ask for help when you need it, share what you know, and make the people around you more effective. Language & Location • Proficiency in English (our working language for documentation, vendor communication, and team collaboration) • Barcelona-based with willingness to work onsite 4-5 days per week. This is a primarily onsite role It would be great if you have: • Freshservice experience” workflow configuration, SLA setup, reporting (we're migrating to Freshservice in 2026; if you already know it, you'll contribute immediately). • Zoom Rooms setup and administration: controller pairing, display/camera/audio configuration, room kit deployment and troubleshooting as the office is expanding the event space. • IT hardware procurement basics: gathering vendor quotes, coordinating purchases, tracking orders. • Light scripting or automation exposure: basic Python or bash, or experience with low-code tools (n8n, Zapier). Our team builds automations to reduce manual work, and we'd love someone who's curious about this. • Networking basics: Wi-Fi diagnostics, VLAN concepts, and UniFi familiarity. • Proficiency in Spanish: useful for coordinating with local vendors, building management, and ISPs in Barcelona. • Slack administration basics: workspace settings, app management, user permissions. 🏢 LOCATION & SCHEDULE Full-time, on-site 4-5 days per week in Barcelona; occasional after-hours support for events or cutovers. WHAT WE OFFER 🤗 We care deeply about your growth, well-being, and comfort: • 📚 Annual professional development reimbursement for conference tickets, online courses, and other relevant resources to help you grow. • 💙 Comprehensive medical, dental, and vision coverage for you and your dependents. • 🪴 Hybrid work and generous leave options to prioritize your work-life balance. • 🍽️ In-office perks, including free meals and snacks. • 🤝 Company-funded sport activities, annual offsites and team-building events. Manychat is an Equal Opportunity Employer. We’re committed to building a diverse and inclusive team. We do not discriminate against qualified employees or applicants because of race, color, religion, gender identity, sex, sexual preference, sexual identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, military status, or any other characteristic protected by local law or ordinance. This commitment is also reflected through our candidate experience. If you have individual needs that may require an accommodation during the interview process, please indicate this in your application. We will do our best to provide assistance throughout your interview process to ensure you’re set up for success. With my application, I accept the Manychat Privacy Policy.