Junior Service Desk Agent
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Job Description
Jr. Service Desk Agent providing Level 1 IT support for Percona, an open-source database software and services company. Managing tickets, access, compliance, onboarding, and staff enablement remotely.
Responsibilities:
- Provide first-level/Level 1 technical support and triage for Percona staff and external contractors
- Handle the Service Desk ticket queue, chat, and calls during shift hours
- Follow documented incident management and request fulfillment processes and established policies
- Handle basic tasks and change requests, escalating unresolved issues to the next support level
- Keep tickets updated and inform end users
- Collaborate with IT Operations, Security Operations, Compliance, Privacy & Legal, and other partner teams
- Handle staff and external contractor onboarding/offboarding
- Train new hires and staff on Service Desk processes and procedures
- Perform access management routine tasks
- Create and maintain staff self-service and Service Desk documentation
- Process device compliance requests and assist staff with compliance issues
- Ensure mandatory Security and Compliance training completion
- Process new vendor requests for compliance
- Handle equipment procurement requests
- Maintain automated Service Desk tasks and workflows, including access provisioning
- Work 40 hours per week, generally 8 hours per weekday, with core hours within the 9 am–9 pm UTC weekday coverage window
- Provide occasional out-of-office coverage and handle urgent incidents outside regular schedules when needed
Requirements:
- Experience working with cross-functional teams
- Experience with Service Desk software
- Experience in basic administration of tools for user access
- Strong English communication skills, spoken and written
- Capable of remote and self-directed work
- Strong organizational and communication skills
- Customer service experience and people-oriented
- Ability to prioritize and manage time effectively
- Attention to detail and quality focus
- Enthusiastic and with a “can-do” attitude
- Technical aptitude and willingness to learn
- Experience with Google Workspace, Slack, JIRA, Confluence, ServiceNow, Duo Access Gateway, LDAP/FreeIPA, SentinelOne, and JumpCloud is a differentiator
- Experience supporting Windows, Mac, and/or Linux workstations
- Experience with endpoint security solutions, antivirus, VPN, and basic networking
- Experience with automated tasks and workflows
- Experience in staff enablement and curating documentation
- Experience with vendor risk management
- ITIL Practices experience
Benefits:
- Flexible work hours
- Various paid time off programs
- All equipment for your remote office
- Funds for career development, including external training, certifications, and conferences
- Ongoing connectivity allowances
- Opportunity to participate in the equity incentive plan
- The Percona Adventure Team
- Work-from-Anywhere
- FlowDays
- FryDays
- Overall work/life flexibility
- PAVE volunteering program
- Women Transforming Technology
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