About Swap

Swap is the infrastructure behind modern agentic commerce. The only AI-native platform connecting backend operations with a forward-thinking storefront experience.

Built for brands that want to sell anything - anywhere, Swap centralises global operations, powers intelligent workflows, and unlocks margin-protecting decisions with real-time data and capability. Our products span cross-border, tax, returns, demand planning, and our next-generation agentic storefront, giving merchants full transparency and the ability to act with confidence.

At Swap, we’re building a culture that values clarity, creativity, and shared ownership as we redefine how global commerce works.

The IT Helpdesk Engineer provides first-line and second-line technical support to users across the organization, ensuring fast and effective resolution of IT incidents and requests. This role involves troubleshooting hardware, software, and network issues, maintaining IT assets, managing user accounts, and escalating complex issues when required. The ideal candidate has a strong technical foundation, customer-first mindset, and thrives in a dynamic, fast-paced environment.

Key Responsibilities

• Serve as the first point of contact for IT support via email, chat, ticketing system, or phone.

• Diagnose and resolve technical issues related to Windows, macOS, and mobile devices.

• Support users across productivity platforms such as Google Workspace, Slack, and standard office applications.

• Troubleshoot hardware, printer, and peripheral connectivity issues.

• Manage user accounts, permissions, and security groups using JumpCloud and Google Workspace Admin Console.

• Assist in the setup, configuration, and maintenance of laptops, desktops, and other company devices.

• Escalate unresolved or complex incidents to senior engineers or relevant vendors.

• Maintain accurate ticket documentation in Zendesk and Linear.

• Ensure adherence to IT security policies and compliance standards.

• Support onboarding and offboarding processes, including device preparation and account provisioning.

• Contribute to improving IT processes, documentation, and internal knowledge base articles.
  

Skills & Experience Required

Essential:

• 3–4 years of experience in IT support, helpdesk, or systems administration roles.

• Strong understanding of Windows 10/11, macOS, and networking fundamentals (DNS, DHCP, Wi-Fi troubleshooting).

• Experience with user management tools such as JumpCloud and Google Workspace.

• Familiarity with ticketing systems including Zendesk and Linear.

• Hands-on experience supporting security tools such as SentinelOne, MFA solutions, and VPN configurations.

• Excellent problem-solving and customer-service skills with strong attention to detail.

• Ability to manage multiple priorities and communicate effectively with both technical and non-technical staff.
  

Desirable:

• Basic scripting or automation experience (PowerShell, Bash, or Python).

• Exposure to cloud and SaaS ecosystems (Google Cloud, AWS, or Azure).

• Knowledge of IT asset management and endpoint security best practices.

• Certifications such as CompTIA A+, ITIL Foundation, or Google IT Support Professional.
  

Personal Attributes

• Strong sense of responsibility and initiative.

• Excellent communication and interpersonal skills.

• Team-oriented but capable of working independently.

• Curious, adaptable, and proactive in continuous learning.
  

Education

• Bachelor’s degree or diploma in Information Technology, Computer Science, or a related field (or equivalent practical experience).

Diversity & Equal Opportunities:

We embrace diversity and equality in a serious way. We are committed to building a team with a variety of backgrounds, skills, and views. The more inclusive we are, the better our work will be. Creating a culture of equality isn't just the right thing to do; it's also the smart thing.