Senior IT Support Engineer - EU/UK (London office hybrid role)

Marqeta is on a mission to change the way money moves. We’re one of the earliest enablers of embedded finance, a market opportunity sized up in the trillions. Our card issuing platform provides unprecedented flexibility and control for companies to issue cards, authorize transactions, and manage payment operations in real time. Marqeta is powering the most well known brands in the new economy (Block, Cash App, Affirm, Instacart, Doordash, Uber, Walmart, etc). Today nearly 8 out of 10 Americans use a product powered by Marqeta every week. This is the opportunity of a lifetime to work with innovators around the world and unlock equitable financial access for all.

We are looking for a Senior IT Support expert to join our global team. Marqeta’s IT Support Specialist provides support and optimization of the productivity of our internal customers in a positively delightful way. The ideal candidate should be experienced with Macbook Systems Administration, SaaS Systems Administration, Asset Management, Video Conference systems, and A/V Events within an engineering organization, as well as have a strong ability to drive projects, escalations, and team deliverables in a fast-paced environment building for scale. We are looking for an outgoing proactive person who is also comfortable delivering training and presentations to big audiences. 

This role will be performed in a hybrid work model from our London office.  We’d love for you to join us!

The Impact You'll Have

• Resolve a variety of moderately complex issues using established processes and procedures.
• Resolve tickets of varied degrees of complexity, collaborating with junior, senior, and lead support engineers. Contribute to problem resolution and ticketing system improvements.
• Having complete knowledge of all departmental policies and procedures, materially participate in process improvement, including composing and maintaining process documentation.
• Manage the health of the Support ticket queue (e.g., assign tickets, audit ticket health).
• Frequently exceed customer expectations resulting in consistently high customer satisfaction perception, feedback, and CSAT scores.
• Combine your expertise in the majority of relevant functional technology areas with skills in other domains to resolve complex problems and optimize services.

What We’re Looking For

• Minimum 4+ years of relevant technical experience; 1+ years in a senior role. 
• Bachelor’s degree in Computer Information Systems or similar.
• Experience with various operating systems (e.g. Windows, Linux, OS X).
• Customer-centric mindset with an uncompromising commitment to deliver outstanding service globally.
• Strong communication skills (both verbal and written communication).
• Passion for continuous learning and improvement.
• An understanding of the importance of asset management and the asset lifecycle.
• Detail oriented: including maintaining and updating IT documentation and procedures.
• Experience in using scripting language for automation.
• Working knowledge of a broad range of hardware such as servers, laptops, printers, IP phone systems, A/V, and mobile devices.

Nice-To-Haves

• Certifications or experience in Mac OS, Jamf, Jira, Airwatch, security, Okta, network (e.g., CCNA), ITIL, BetterCloud, 1 or more scripting/programming language, or G-Suite.
• Familiarity with the Fintech industry.

Your Manager

• Jameelah Hunter, Director Technology Operations and Strategy

Recruiter For This Role

• Louise Devlin

Typical Process

• Application Submission
• Recruiter video call
• Hiring manager video call
• Virtual “Onsite” consisting of 3, 45 min calls
• Offer