IT Helpdesk Specialist

Academic Key; Amsterdam; Presencial; EUR 42.000 - 60.000; Jornada completa

Descripción de la vacante

Manychat in Amsterdam is seeking an IT Helpdesk Specialist to own on-site IT and support colleagues in other hubs remotely as part of a small global IT team across Amsterdam, Barcelona, São Paulo, Austin, and Yerevan. Our AI helpdesk agent handles routine queries, so you’ll handle hands-on help and complex requests with judgment.

You’ll work in a Mac-first environment (Jamf) and manage Okta-based access, network and AV tasks, and knowledge-base updates, with opportunities to grow into Access &

Formación

• 3+ years of IT support in a SaaS or cloud-first company.
• Strong macOS skills and hands-on Jamf experience.
• Hands-on Okta administration and identity tooling knowledge.
• Experience with Freshservice, GitHub and automation tools.

Responsabilidades

• On-site and remote support for Amsterdam and other hubs.
• Troubleshoot Mac and Windows devices in a Jamf-managed fleet.
• Escalate complex issues with full context to IT Admins.
• Onboard new hires with devices, accounts, and tooling access.
• Manage office IT including AV, network, and access control.

Conocimientos

macOS skills

Troubleshooting

Communication

On-call support

Herramientas

Jamf

Okta

Entra ID

SAML

OIDC

SCIM

Freshservice

GitHub

n8n

Descripción del empleo

IT Helpdesk Specialist

Manychat · Amsterdam, Netherlands

Full Time

WHO WE ARE

Creating content that resonates is great — turning that attention into growth is even better. That's what Manychat does. Our AI-powered automations help creators and brands engage with audiences across Instagram, Messenger, WhatsApp, and TikTok — at the right moment, with the right message, minus the manual work. We're 400+ people across three continents behind the leading platform for conversational growth, with AI skills shaping how we build, how we work, and how we grow.

WHO WE'RE LOOKING FOR

Are you always one step ahead? The kind of person who has the new hire’s laptop ready before they arrive, notices the meeting-room camera is offline before the call starts, and, after fixing the same problem twice, makes sure nobody has to ask a third time? We’re looking for an IT Helpdesk Specialist for our Amsterdam office. You’ll own on-site IT here and support colleagues in other hubs remotely, as part of a small global IT team across Amsterdam, Barcelona, São Paulo, Austin, and Yerevan. Our own AI helpdesk agent already answers routine questions in Slack, so your time goes to the work that needs a person: hands‑on help, judgment on unclear or risky requests, and care for the people you support. Our team is organized by domains, and you’ll grow into one of them: Access & Identity (Okta), the area behind most of our requests. Real ownership, from day one. Ready to make it yours?

YOUR FUTURE TEAMMATES

Meet the IT team: We're a small global team in Amsterdam, Barcelona, São Paulo, Austin, and Yerevan, and we keep 400+ manychatters working smoothly and securely. We're organized by domains, so everyone owns an area end to end. AI is part of how we work, including our own helpdesk agent. Our docs live in GitHub, so one good answer helps many people.

WHAT YOU'LL DO

On-site and remote support Be the first person colleagues in Amsterdam reach for IT help: at your desk, in Slack, and through our service desk (Freshservice). Support colleagues in other hubs remotely. Troubleshoot hardware, software, and connectivity on a Mac‑first fleet managed with Jamf, with some Windows devices. Escalate complex issues to IT Administrators with full context, logs, and what you've already tried. Get every new hire ready on day one (laptop, peripherals, accounts, and a walkthrough of our tools), and close access and collect equipment for leavers, working with the People and Talent teams.

Office, meeting rooms, and events Keep office IT running: Wi‑Fi and wired network (UniFi), printers, office access control, Zoom Rooms, displays, and room schedulers. Make sure meeting rooms are ready every day, and work with the building operator, ISPs, and vendors until every issue is resolved. Set up and run AV for All‑Hands, internal events, and meetups: microphones, cameras, displays, and streaming when needed. Some events happen outside regular hours. Keep the office hardware inventory accurate in Freshservice Assets, manage the loaner pool and spares, and support local purchases, refreshes, and decommissioning.

Access & Identity (Okta) Run day‑to‑day Okta administration: users, groups and group rules, app assignments, password resets, MFA, and lifecycle states. Keep our role‑based access model clean, and connect new apps to Okta (SAML or OIDC single sign‑on, SCIM provisioning) together with system owners and Security. Check every access request for legitimacy and least privilege, and make sure access is right for every joiner, mover, and leaver, including contractors and partners. Act as the European backup for this domain, covering access work during European hours, and grow into co‑owning it.

Knowledge and automation Write and maintain knowledge base articles in Markdown. Our docs live in GitHub and go through pull requests, and our helpdesk agent answers from them, so one good article saves many tickets. Spot repeated requests and fix the cause with a better intake form, an article, or a small automation (Freshservice workflows, n8n, scripts). Use AI tools to research, draft, and script, and check the result before it reaches users.

WHAT SUCCESS LOOKS LIKE

By day 30: you know the office, the stack, and the people. You close tickets end to end and run onboardings on your own. By day 60: you add or fix knowledge base articles every week, own meeting rooms and event AV in Amsterdam, and handle routine Okta changes on your own. By day 90: you can cover Access & Identity when its owner is away, and you've shipped at least one improvement that removes a recurring type of ticket.

TO SHINE IN THIS ROLE

You’ll need: 3+ years of IT support in a SaaS or cloud‑first company, where you've covered a broad scope and know the full helpdesk lifecycle. Strong macOS skills and hands‑on Jamf (or similar MDM) experience; working knowledge of Windows. Hands‑on Okta administration (or a comparable identity provider such as Entra ID): groups and group rules, app assignments, SAML or OIDC app integration, SCIM provisioning, and user lifecycle. Onb