IT Helpdesk Technician - Hybrid from UK

Wakam is a European B2B2C insurer that designs white-label insurance products for its partners (e-retailers, brokers and fintech/insurtech, etc.). Our insurance products have the particularity of being embedded in the products or services offered to the end customer (for example, if you take a self-service e-scooter, you are automatically insured).

Wakam operates in 32 European countries with the majority of its turnover generated outside France.
The company provides most of its products through API, and hosts white-label insurance solutions via its Play&Plug technology platform.

At Wakam we believe in the formula “for-profit & for good”. Since March 2021, we are a Mission-driven company, which means that our mission statement ‘Enabling transparent and impactful insurance’ is written in our bylaws. And we go further: by defining concrete commitments to illustrate this mission, such as writing our insurance contracts in plain language (no more confusing terms and conditions). We also create insurance products at cost for associations.

Our culture? Free to impact. A culture where everything is possible, where all ideas are taken into consideration, where everyone has an impact on the transformation of insurance! Hungry for freedom? Thirsty for autonomy? If you are adventurous and like challenges, then the Wakam adventure might be made for you!

We are looking for an IT Helpdesk Technician to work from our new office in London. Reporting to our Team Lead Infrastructure based in France, you will ensure the operational maintenance of the systems as well as the deployment of the workstation and the terminals (Windows, MacOs, iOS).

✎ Missions  

You will be responsible for providing on-site technical support to our employees that are working in our London office. You will also assist UK and French employees working remotely and attached to our London or Paris offices, with tasks including troubleshooting hardware and software issues, setting up new devices, and managing user accounts. Your responsibilities, among others, will be to:

• Serve as first contact for employees who need technical assistance on-site in our London Office or via the phone, email, Slack or Ticketing software (Zendesk) for employees working remotely from Paris or London Offices.
• Perform troubleshooting using different diagnostic techniques.
• Create IT support tickets via ticket-tracking software and monitoring progress of individual task pathways.
• Resolve and process employees requests (access problems, creation of accounts…).
• Escalate the most complex cases to functional or technical experts in IT department.
• Close tickets while ensuring user satisfaction. Providing efficient and effective IT support to users throughout the organization.
• Prioritize workloads effectively.
• Ensure computer hardware throughout organization is in good working order and installing new software.
• Manage server and application access rights through Active Directory profiles.
• Generate activity reports.
• Point-in-time interventions on network architecture (managed by a network administrator).
• Participate in foresight work and technology watch.
• Write descriptive documentation necessary for operation and support.

✯ Profile

• Experience in IT support,
• Excellent communication skills,
• Customer-oriented approach,
• Fluent in English.

Your working mindset:

• Strong sense of service and ability to prioritize tasks with anticipation and autonomy
• Possess targeted human qualities
• Passionate about the profession and willing to share experience
• Constantly striving for improvement through an attitude of continuous learning
• Committed and attentive to technical trends while remaining aware of product quality and exploitation of these technologies.

Recruitment process

To help you get a complete picture of our hiring process and Wakam's work culture, please visit our dedicated page: Interviews at Wakam

1. Screening interview with Jade, Talent Acquisition
2. Manager interview with our Team Lead Infrastructure & Head of Infrastructures & Operations
3. Culture fit interview with Laura, Head of Talent

=> Welcome @Wakam

Positive energy, agility, and team spirit are essential to support Wakam in its hyper-growth!

You have the Wakam mindset? Join us!

More about us

Our culture? Free to impact. A culture where everything is possible, where all ideas are taken into consideration, where everyone has an impact on the transformation of insurance! Hungry for freedom? Thirsty for autonomy? If you are adventurous and like challenges, then the Wakam adventure might be made for you!

Discover -on our website- who we really are with the 11 cultural markers that so well describe us!

Mindset compatibility with our ‘Free to Impact’ culture:

1. Think big
2. Biased for action
3. Curious and eager to learn
4. Can say no and find solutions
5. Aims for the moon (but please don’t stick on the moon)
6. And above all: have fun working together 🤜🤛 !

• Wakam is not based on a hierarchy but on a methodology where everyone finds his role and knows his objectives.
• With a flat hierarchical system and a highly collaborative operating model, Wakam is an extremely agile and transparent company.
• Every last Friday of the month, it's Free.day at Wakam, a day without meetings to take a step aside and dedicate ourselves to skills sponsorship or other activities (because we are curious, I remind you).
• Full-remote is a reality at Wakam (there is even one Wakamee who works from his sailing boat ⛵)
• Last but not least : we are nice and we have fun! (you'll find out by yourself 😉)