IT Helpdesk Administrator

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.

• 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 Jump Cloud 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.

• 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 Jump Cloud and Google Workspace.
• Familiarity with ticketing systems including Zendesk and Linear.
• Hands-on experience supporting security tools such as Sentinel One, 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.

• Basic scripting or automation experience (Power Shell, 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.

• 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.

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

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.