IT Service Desk Partner

Shine is the financial copilot for entrepreneurs and small business owners. Founded by serial entrepreneurs Rico Andersen and Martin Hegelund, Shine is a leading European fintech unicorn on a mission to restore the joy of running a business, by ending wasted time on financial admin. Shine offers a connected solution for invoicing, accounting, payroll, business accounts, payments, and financing, meaning business owners can focus their energy on growing a healthy business, not held back by manual admin. Part of something bigger Today we're part of Cegid, a European leader in cloud software for finance and accounting. Together we're building Europe's leading financial copilot for small businesses and their accountants. Shine already supports more than 400,000 small businesses. As part of Cegid, we now reach over one million small businesses and 15,000 accountants across Europe. We're a multicultural team working from France, Germany, Denmark and the Netherlands, contributing to a wider European network that spans Spain, Portugal and Belgium. Your hiring experience matters Just as we respect our customers' time, we respect yours. Your experience with Shine and Cegid should feel simple, transparent and genuinely supportive. If this sounds like somewhere you want to grow, we'd love to hear from you.

👀 IT DEPARTMENT AT SHINE

The IT Service Desk is a newly formed team within the IT department, and offers a rare opportunity to help define and shape a brand-new team culture from the ground up. We aren't just here to troubleshoot; we are here to clear the path. By fostering deep partnerships across the business, we act as a catalyst for success. Fostering a spirit of deep collaboration and proactive support our team's mission is centred on empowerment; day-to-day, enabling the business to do the things we do best. This is more than just a support role; it is a chance to shape the future of how we work together and serve our business community.

📋 YOUR ROLE AS AN IT SERVICE DESK PARTNER

We are looking for two on-site IT Services Desk Partners - one to be based at our Headquarters in Paris, and the other to be based on-site in our Copenhagen offices. Stepping into this role, you'll play a key part in enabling a leading European fintech unicorn in it's a mission to restore the joy of running a business. You'll be the heartbeat of our workplace efficiency. You aren't just resolving tickets; but enabling a friction-free work environment that empowers every team member to do their best work, where your day-to-day is a dynamic mix of high-impact support and strategic collaboration. As a primary point of contact for office users in either our Paris or Copenhagen hubs, you will be an active presence in our offices 5 days a week, helping guide them through 5-day ensuring onboarding and offboarding experiences, from access to hardware setup and erasure sets a positive tone for their journey here. Whether you’re troubleshooting hardware in meeting rooms, managing our asset lifecycle with precision, or triaging critical requests in Jira Service Management to keep global operations humming, your work is the glue that holds our digital and physical environment together. Beyond immediate support, you are a critical link in our escalation chain, collaborating closely with the IT Ops team to tackle complex technical challenges that fall beyond the first-line scope. Your true influence lies in your ability to observe, adapt, and improve to refine processes, close gaps, and help shape a culture defined by proactive enablement. You will leverage your experience in macOS and Windows environments, alongside your proficiency with Google Workspace, to act as a catalyst for success; clearing the path of technical friction, you enable the business to focus on the innovation and creative work that defines us. Within your first three months, you will master standard tasks to work independently on first-line support. Within six months, you will transition into a key contributor who identifies process improvements and helps solidify our team's evolving ways of working.

🔎 ABOUT YOU

We are looking for more than just a technical expert; we are seeking someone who thrives on human connection and proactive problem-solving. Our ideal candidate is someone who views every ticket as an opportunity to enable a colleague and every technical friction point as a chance to innovate. You are naturally curious, service-minded to the core, and excited by the prospect of collaborating with a diverse team to define a brand-new service desk excellence. If you possess a "can-do" attitude and a passion for empowering others through technology, you will find a home here where your initiative is celebrated and your impact is visible every day. Essential Requirements: * Evidence of relevant IT support experience * Language proficiency:

• Fluent in English and Danish for our Copenhagen hub
• Fluent in English and French for our Paris hub
• Proven experience working within an IT ticketing system
• Hands-on proficiency with Google Workspace or Microsoft 365
• Experience supporting both macOS and Windows environments

Nice-to-Have Skills:

• Experience with Okta (Identity and Access Management)
• Familiarity with Kandji (Apple MDM)
• Experience with Jira Service Management
• Knowledge of Poly conferencing hardware
• A keen interest in or experience with IT automations

Equal Opportunity Employer We follow the principle of equal treatment to consider all job applicants and do not discriminate based on their gender, sexual orientation, color, racial or ethnic origin, religion, disability, etc. as per applicable law.

💚 OUR RECRUITMENT PROCESS

1. 1️⃣ A 30' first call with someone from our Talent Acquisition Team to get to know you better and share more about Ageras.
2. 2️⃣ A 45' interview to discuss your past experiences and the role we are offering.
3. 3️⃣ A 0' team introduction, followed by a soft skills interview to see how we can best support your growth at Shine.
4. 4️⃣ Offer