IT Help Desk Engineer

About Us_

// At Masabi, we’re driving the fare payment revolution, powering the journeys of millions all over the world. We build fare collection platforms that allow riders to seamlessly buy and present tickets for public transport either on their mobile phones, from a ticket machine, or even by tapping their bank card to travel.

The Role_

// As an IT Help Desk Engineer at Masabi, you’ll be the backbone of day-to-day IT operations across a remote first, global team. You’ll keep things running smoothly, solve problems before they escalate, and make it easy for people to do their best work wherever they are

.This is a hands-on, high-impact role where you’ll balance responsiveness with continuous improvement. You won’t just fix issues, you’ll spot patterns, improve processes and help shape how IT support evolves at Masabi.

Location_

// This role is only available for candidates based in Romania in a fully remote model.

Responsibilities_

• Provide day-to-day IT support across the business, resolving issues across hardware, software, and access
• Manage and prioritise incoming requests via Slack, Jira, and other channels, ensuring a smooth and responsive support experience
• Act as an escalation point for more complex or unresolved technical issues
• Set up and manage user accounts, access, and permissions across core systems (e.g. Google Workspace and SaaS tools)
• Support onboarding and offboarding processes in partnership with People Operations, ensuring a seamless and secure experience
• Administer and maintain core internal systems, including SaaS tools and identity management
• Manage company devices and IT inventory, including provisioning, tracking, and lifecycle management
• Work closely with Finance on software licensing, renewals, and cost tracking
• Act as a key point of contact for IT suppliers (e.g. Atlassian, LastPass, JetBrains), managing relationships and resolving issues
• Maintain and improve IT documentation, internal guides, and self-service resources
• Partner with the Security team to support compliance activities and internal controls
• Support a globally distributed team across multiple time zones, adapting to different needs and working styles

About You_

• Experience in an IT support or helpdesk role within a modern, SaaS-driven environment
• Strong troubleshooting skills across Mac and Windows , and general exposure to SaaS tools and end-user devices
• You actively explore and apply AI tools in your day-to-day work, using LLMs to troubleshoot, research, and automate and you naturally bring others along on that journey
• Experience administering tools like Google Workspace (or similar identity platforms)
• A proactive, service-oriented mindset, you care about the user experience, not just closing tickets
• Exceptional verbal and written communication skills in English, with the ability to document processes meticulously
• Happy to work independently in a remote, distributed team

Nice To Have_

• Experience with Jira Service Management or similar ticketing tools
• Familiarity with MDM tools (e.g. Intune or similar)
• Exposure to security and compliance frameworks (e.g. SOC2, ISO27001)
• Experience managing SaaS vendors and licensing
• Basic scripting skills (e.g. Bash, PowerShell)

Why Join Masabi?

• Driven by Purpose – We believe in journeys made simple. The work isn’t always easy, but the best things never are.
• Encouraged to Accelerate – Masabi is going places and our people are in the driving seat. Whether you’re taking the direct route or exploring new paths, we support your journey
• Advancing with Empathy – We put people first and foster a culture of learning, not blame. No matter your cargo, we share the load

We’re already powering journeys - are you ready to join us?