(Senior) IT Support Specialist

About this role

At Batmaid, we’re on a mission to bring peace of mind into people’s homes and fairness into the cleaning industry. As Europe’s leading digital platform for home cleaning services, we connect thousands of households with trusted, insured cleaning professionals.
To support our growing team and operations, we are looking for a (Senior) IT Support Specialist to serve as the go-to person for all internal IT-related matters.

Your Responsibilities

Level 1 Support
Act as the first responder for user issues or requests raised through dedicated channels.
Guide users where a functionality exists to complete request
Execute changes where these are within remit
Escalate to Level 2 issues that cannot be resolved directly by user or yourself

Access Management & Business Logic
Add and remove access to different tools and systems according to profile of user onboarded, offboarded or undergoing change of scope
Update and maintain the logic present within business tools such as 3CX and Zendesk, according to user needs

Communication & Training
Maintain and update user documentation and process manuals
Document requirements and processes for new developments under guidance of Product Manager
Conduct basic, structured training for new users or for refresher training
Write and issue communications relating to incidents, changes and new developments

Requirements
Proven experience in an IT Support or Helpdesk role, ideally as the sole IT support in a smaller company or fast-paced environment
Strong Level 1 support skills - ability to quickly assess, resolve or escalate IT issues raised by users
Hands-on experience in systems administration, preferably with communications tools business tools (e.g. Intercom, Zendesk) and access management via SSO solutions (e.g. Google Workspace)
Solid understanding of access and user rights management across various systems
Skilled in maintaining user documentation and internal IT knowledge bases
Experience conducting basic user training and writing clear internal communication
Strong organizational and problem-solving skills with a service-oriented mindset
Fluent in English, with professional working knowledge of Portuguese; German and French language skills are nice to have.