IT Service Support Agent - Barcelona (f/m/d)
FREENOW (formerly Kapten)

FREENOW (formerly Kapten)

IT Service Support Agent - Barcelona (f/m/d)

  • Permanent contract 
  • Barcelona
  • > 2 years

The company

FREENOW (formerly Kapten)

FREENOW (formerly Kapten)

  • Mobile Apps, Mobility
  • From 250 to 2000 employees

The job

IT Service Support Agent - Barcelona (f/m/d)

  • Permanent contract 
  • Barcelona
  • > 2 years

Who are they?

The French app Kapten joined FREENOW in September 2020.

FREENOW is a multimodal mobility platform offering private hire vehicle (PHV), cab and micro-mobility services (bikes, scooters). It is available in more than 100 cities in Europe (London, Paris, Berlin, Lisbon, Barcelona, Milan, Vienna, Dublin…).

Every day, it connects 50 million passengers with 930,000 partner drivers.

The application offers a tailor-made, reliable and safe mobility experience to its users for their business and personal travels thanks to its various features and services available (choice of vehicle range, loyalty program, choice of favorite driver…).

In France, FREENOW offers a PHV, scooter and electric scooter service in Paris, Lyon and Nice. The application has 3 million users, 30,000 partner drivers and 3,500 corporate clients.

FREENOW (formerly Kapten)
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Job description

​​We are looking for a highly motivated IT Service Support Agent (m/f/d) for our tech hub in Barcelona.

As an IT Service Support Agent, you provide insightful advice and friendly, hands-on/remote technical support to FREE NOW coworkers in need. You quickly diagnose technical issues on the spot and explain situations with patience and empathy. You offer solutions to quickly get users up and running again. Even if you're juggling more than one client, you stay conscious of their time demands as well as of your own.

You fulfil our service commitment with style, speed, and skill. And you earn the trust of your coworkers as you offer guidance, knowledge, and even tips and training. Our IT team is highly automation-oriented and we have been able to reduce a lot of manual tasks through automated process handling already, such as many of the day-to-day maintenance tasks and responses to issues and requests. That leaves more time to focus on more strategic and proactive work. You have an understanding and interest in automation and ideally have already worked with programming languages like Python and Powershell or even with IPaaS tools.

Your responsibilities:

  • Serve as the first point of contact for the FREE NOW employees Europe-wide
  • Perform on-site and remote technical troubleshooting through diagnostic techniques and pertinent questions
  • Respond to helpdesk requests in a ticket system (like JIRA)
  • Acquisition & provisioning of new hardware as well as managing hardware inventory
  • MDM management, deployment of software updates and configuration settings across the organisation
  • Onboarding & offboarding across all systems (AD/SSO/GSuite/Local Services)
  • Managing SaaS solutions (Google Workspace, Slack, Zoom)
  • Identify common problems and share your knowledge through documentation
  • Direct unresolved issues to the next level of support personnel
  • Identify and suggest possible improvements on procedures
  • Pass on any feedback or suggestions by clients to the appropriate internal team
  • Coordinate closely with office management, HR and other departments.

We are looking for someone who works in a friendly and sincere manner to achieve fast and customer-orientated solutions.

What you should bring:

  • You have at least 2 years work experience in IT Service Desk systems
  • You have fluent proficiency in English
  • You are keen to work in a multicultural team
  • You should show interest in interacting with your team and writing documentations
  • Experience in managing macOS, Windows, and iOS devices
  • Ability to diagnose and resolve basic technical issues
  • Good understanding of computer systems, mobile devices and other tech products
  • You have excellent interpersonal communication skills and find solutions in face-to-face meetings
  • You are skilled at explaining technical problems from a user perspective
  • You are customer-oriented and cool-tempered
  • A structured and well self-organised working method

Bonus points:

  • Knowledge of VPN from a user perspective
  • You already have gained experience in automating tasks (e.g. writing scripts)
  • Knowledge of Zoom, Okta, Slack, as well as Atlassian JIRA and Confluence
  • Experience in an international company or team away from your home country
  • Willing to travel to our other offices in Europe when support is needed

**please submit your applications in English.

What we offer:

Diversity and inclusion:

At FREE NOW, we commit to being an equal opportunity employer. We consider qualified applicants regardless of race, religion, national origin, gender, gender identity, sexual orientation, disability or age. We celebrate diversity and have a clear vision: to be the place where a diverse mix of talented people want to come, stay and do their best work. Together with passionate, creative and collaborative colleagues, we are following our purpose of making mobility available for everyone.

Move like you

At FREE NOW we have colleagues from over 70 nations! We value open communication and welcome everyone as they are. We are all one team and follow the same goals – that’s why we share our insights and results to get on track together every month.

Your wellness and work-life balance matters to us. We offer trust-based and flexible working hours as well as the option to work from home. In the office, you can enjoy our free drinks and daily fresh fruit. Do you like to be active? Take part in our subsidised gym membership. Bigger plans? Take a sabbatical leave and get out there!

Let’s grow together! We believe in a transparent career growth plan, quarterly development sessions with your team lead as well as regular 1:1s to help you thrive! For your own ideas, you’re welcome to set up initiatives and projects.

Need a lift? We offer Udemy e-learning platform, subsidised language classes, internal peer-to-peer trainings and more to support your learning & development opportunities.

More Benefits? 👏 Monthly mobility budget for FREE NOW rides, quarterly team events, company-wide onboarding days at our HQ in Hamburg, relocation assistance for internationals, birthday-off, kudos and many more!

About FREE NOW:

FREE NOW is the Mobility Super App with the largest vehicle choice for consumers across Europe. More than 54 million users in 16 markets and in over 170 cities today are already moving freely from A to B by accessing the largest selection of mobility options available in one app. Through the unique integration of mobility brands and payment services, they can book their nearest taxi, private hire vehicle, car sharing or micro-mobility option such as eScooters, eMopeds, and eBikes within the app. FREE NOW aggregates numerous mobility brands with the ambition to make urban mobility more efficient and sustainable without adding new vehicles on the street. The German based company is backed by the BMW Group and Mercedes-Benz Mobility. In total, around 1,850 employees in more than 27 offices work for the services of FREE NOW, which is led by CEO Thomas Zimmermann.

FREENOW (formerly Kapten)

FREENOW (formerly Kapten)

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