helpdesk engineer for employee IT

PagerDuty provides an AI-powered digital operations platform that helps enterprises detect and resolve issues in real time, orchestrate complex workflows, and improve operational efficiency and business resilience.

• Serve as the primary escalation point for Tier 1 tickets requiring advanced diagnosis of hardware, OS, network, or identity issues
• Own complex incidents end-to-end, including triage, root cause analysis, resolution, and documentation
• Identify recurring issues and drive permanent fixes
• Administer Jamf Pro for macOS enrollment, configuration profiles, patch management, and compliance reporting
• Administer Microsoft Intune for Windows device management, policy enforcement, and application deployment
• Manage Microsoft Entra ID (Azure AD), including user and group provisioning, conditional access policies, and SSO/MFA troubleshooting
• Administer Zoom Rooms, licensing, meeting and webinar configuration, and security and compliance settings
• Administer Slack workspace settings, app and integration approvals, retention policies, and channel governance
• Manage the Jira Cloud helpdesk queue, including SLAs, workflow automation, forms, and reporting
• Provide hands-on support for Mac and Windows hardware, including imaging, diagnostics, repair triage, and vendor and warranty coordination
• Manage IT asset inventory and equipment lifecycle from procurement through retirement
• Set up, test, and support A/V equipment for meetings, town halls, all-hands, and offsite events
• Coordinate with facilities, vendors, and event organizers to ensure technical readiness on event day
• Deliver empathetic, high-quality support to employees at every level, including executives
• Author and maintain knowledge base articles and runbooks; mentor and train Tier 1 staff
• Participate in the EIT on-call rotation for after-hours or critical issues

• 3–5 Years of IT support experience, including 1+ years at Tier 2 or higher
• Hands-on administration experience with Jamf Pro, Microsoft Intune, and Microsoft Entra ID (Azure AD)
• Experience administering SaaS platforms such as Zoom, Slack, and Jira Cloud
• Strong troubleshooting skills across macOS, Windows, and common enterprise hardware and peripherals
• Excellent interpersonal and customer-service skills; able to explain technical issues to non-technical audiences
• Comfortable working occasional evenings for after-hours events or on-call coverage
• Будет плюсом: Experience supporting A/V equipment and live/hybrid events; Jamf Certified Associate / Jamf 200; Microsoft Certified: Modern Desktop Administrator (MD-101) or Endpoint Administrator Associate; Microsoft Certified: Identity and Access Administrator Associate (SC-300); CompTIA A+ / Network+; Okta Certified Professional (if applicable to environment)

• Competitive salary
• Comprehensive benefits package
• Flexible work arrangements
• Company equity; eligibility may vary by role, region, and tenure
• ESPP (Employee Stock Purchase Program); eligibility may vary by role, region, and tenure
• Retirement or pension plan; eligibility may vary by role, region, and tenure
• Generous paid vacation time, paid holidays, and sick leave
• Dutonian Wellness Days & HibernationDuty: companywide paid days off in addition to PTO
• Paid parental leave: 22 weeks for pregnant parent and 12 weeks for non-pregnant parent; some countries have longer leave standards, and PagerDuty complies with local laws
• Paid volunteer time off: 20 hours per year
• Company-wide hack weeks
• Mental wellness programs
• Hybrid work model across established locations; candidates must reside in an eligible location. Work is not available to residents of the listed restricted areas in Australia, Canada, and the United States