IT Technician

About Us at GoCardless

GoCardless is a global bank payment company. Over 100,000 businesses, from start-ups to household names, use GoCardless to collect and send payments through direct debit, real-time payments and open banking. 

GoCardless processes US$130bn+ of payments annually, across 30+ countries; helping customers collect and send both recurring and one-off payments, without the chasing, stress or expensive fees. We use AI-powered solutions to improve payment success and reduce fraud. And, with open banking connectivity to over 2,500 banks, we help our customers make faster, more informed decisions.

We are headquartered in the UK, with additional offices in Australia, France, Ireland, Latvia and the United States.

At GoCardless, we're all about supporting you! We’re committed to making our hiring process inclusive and accessible. If you need extra support or adjustments, reach out to your Talent Partner — we’re here to help! 

And remember: we don’t expect you to meet every single requirement. If you’re excited by this role, we encourage you to apply!

The role

The IT Support Team at GoCardless cares deeply about the experience we provide, from day one. We act with people’s best interest at heart: we take responsibility for their problems and we know that there is always something we can do to help.

We enable GoCardless’ employees to focus on what matters most to them by removing all potential distractions: from Wifi to networking problems, we are there to make everything easy! As an IT Support Specialist you will be involved in supporting our employees as well as improving our internal processes.

You should apply if you enjoy

• Efficiently and effectively troubleshoot and resolve daily IT issues reported by end-users.
• Improve customer experience with your ideas and solutions.
• Track open tickets, prioritise, and document resolution of end-user requests.
• Make sure all users and devices are compliant with security standards.
• Creating and maintaining procedural documentation 

Key technologies we use include but are not limited to

• Mac OS X
• Google Workspace
• Slack and Zoom for communications
• Jira
• Okta

Primary Responsibilities:

• Staff the GoCardless Tech Bar providing 1st line IT support either in-person or via tickets logged through the Service desk
• Ensure all IT requests are appropriately logged within the IT Service Desk system
• Basic Troubleshooting: Diagnosing and resolving application errors, printing issues, network connectivity problems and basic hardware faults
• Hardware Support: Identifying and resolving basic hardware issues
• Escalation: Identifying issues that require escalation to 2nd/3rd line support and effectively documenting details within the ticket and clearly communicating the escalation
• Staff Training: Train staff on best practices and how to get the most out of the equipment and tooling provided by IT
• Business Events Support: Provide IT support for on-site events being run by the business
• Complete IT On/Offboarding activities

Secondary Responsibilities:

• Documentation: Create and maintain IT support documentation including self help guides, knowledge base articles and FAQs
• Asset Management: Maintain in office equipment stock levels
• Collaboration: Work with others within the IT team to resolve issues and share knowledge
• Continuous Improvement: Contribute to the development & improvement of the IT support processes and procedures

Desired Skills & Knowledge:

• Understanding of Apple hardware, and operating systems
• Understanding of Google Workspace services, Gmail, Docs, Sheets, Slides & Drive
• Ability to work independently or as part of a team working towards a common goal
• Excellent written and verbal communication skills
• Excellent customer service skills

Our team comes from a range of backgrounds, and we welcome diversity. Even if your experience doesn’t tick all of the boxes, please apply - we’d love to hear from you.

The application process will consist of the following

• 30 min call with one of our recruiters
• 45 min Hiring Manager Interview
• 1h Role Fit interview with the team (2 persons)
• Offer!

Salary range: £27000-£34000

Base salary ranges are based on role, job level, location, and market data. Please note that whilst we strive to offer competitive compensation, our approach is to pay between the minimum and the mid-point of the pay range until performance can be assessed in role. Offers will take into account level of experience, interview assessment, budgets and parity between you and fellow employees at GoCardless doing similar work.

The Good Stuff!

• Wellbeing: Dedicated support and medical cover to keep you healthy.
• Work Away Scheme: Work from anywhere for up to 90 days in any 12-month period.
• Adaptive Working: Our hybrid model offers flexibility, with in-office days determined by your team.
• Equity: All permanently employed GeeCees get equity to share in our success.
• Parental leave: Tailored leave to support your life's great adventure.
• Time Off: Generous holidays, 3 volunteer days, and 4 wellness days annually.

Life at GoCardless

We're an organisation defined by our values; We start with why before we begin any project, to ensure it’s aligned with our mission. We make it happen, working with urgency and taking personal accountability for getting things done. We act with integrity, always. We care deeply about what we do and we know it's essential that we be humble whilst we do it. Our Values form part of the GoCardless DNA, and are used to not only help us nurture and develop our culture, but to deliver impactful work that will help us to achieve our vision.

Diversity & Inclusion

We’re building the payment network of the future, and to achieve our goal, we need a diverse team with a range of perspectives and experiences. As of July 2024, here’s where we stand:

• 45% identify as women 
• 23% identify as Black, Asian, Mixed, or Other 
• 10% identify as LGBTQIA+ 
• 9% identify as neurodiverse 
• 2% identify as disabled 

If you want to learn more, you can read about our Employee Resource Groups and objectives here as well as our latest D&I Report 

Sustainability at GoCardless

We’re committed to reducing our environmental impact and leaving a sustainable world for future generations. As co-founders of the Tech Zero coalition, we’re working towards a climate-positive future. Check out our sustainability action plan here. 

Find out more about Life at GoCardless via X, Instagram and LinkedIn.