Junior IT Service Desk Specialist

What do we do?

Paddle offers digital product companies a completely different approach to their payment infrastructure. Instead of assembling and maintaining a complex stack of payments-related apps and services, we’re a Merchant of Record for our customers. That means we take away 100% of the pain of payment fragmentation. It’s faster, safer, cheaper, and, above all, way better.

We’re backed by investors including KKR, FTV Capital, Kindred, Notion, and 83North and serve over 5000 software sellers in 245 territories globally.

The Role:

As a core member of Paddle IT, you will empower our global, digital-first team by ensuring they have the hardware and software needed to do their best work.

Taking a proactive approach will be key to identifying and resolving IT issues before they impact Paddlers, while also delivering fast, effective support when challenges do arise.

What you'll be doing:

IT Support & Operations

• Provide first-line IT support to Paddlers in a timely manner via our ticketing system or in person at our London Hub.

• Triage complex issues and escalate where appropriate.

Onboarding & Offboarding

• Introduce new joiners to Paddle and help them get up and running with their hardware and software.

• Handle offboarding for departing team members and assist with the systematic removal of users and collection of their Paddle owned hardware.

Documentation & Process Improvement

• Maintain a knowledge base of support articles and internal process documentation using Notion.

• Identify trends in support tickets and propose improvements to address root causes of repeated issues.

SaaS Tools Administration

• Manage the daily administration of our core Saas platforms including:

• Okta

• Kandji

• Freshservice

• Google Workspace

• Slack

• Zoom

• Notion

We'd love to hear from you if you:

• Are able to work effectively both as part of a high-performing IT team and independently to achieve agreed objectives.

• Are passionate about IT and security, and can leverage your skills to provide a seamless experience for other Paddlers

• You’re curious about emerging technologies, including AI, and excited to learn how they can be used to improve the way teams work.

• Have the ability to communicate effectively across all functions and levels of the business.

Everyone is welcome at Paddle

At Paddle, we’re committed to removing invisible barriers, both for our customers and within our own teams. We recognise and celebrate that every Paddler is unique and we welcome every individual perspective. As an inclusive employer, we don’t care if, or where, you studied, what you look like or where you’re from. We’re more interested in your craft, curiosity, passion for learning and what you’ll add to our culture. We encourage you to apply even if you don’t match every part of the job ad, especially if you’re part of an underrepresented group.

Please let us know if there’s anything we can do to better support you through the application process and in the workplace. We will do everything we can to support any accommodations needed. We’re committed to building a diverse team where everyone feels safe to be their authentic self. Let’s grow together.

Why you’ll love working at Paddle

We are a diverse, growing group of Paddlers across the globe who pride ourselves on our transparent, collaborative and respectful culture.

We live and breathe our values, which are:

Paddle for others

Paddle together

Paddle simply

We offer a full suite of benefits, including attractive salaries, stock options, retirement plans, private healthcare and well-being initiatives.

We are a ‘digital-first’ company, which means you can work remotely, from one of our stylish hubs, or even a bit of both! We offer all team members unlimited holidays and 4 months of paid family leave regardless of gender. We invest in learning and will help you with your personal development via constant exposure to new challenges, an annual learning fund, and regular internal and external training.