Helpdesk Eng II

hace 2 semanas

Santiago, Metropolitana, Chile PagerDuty A tiempo completo

PagerDuty empowers teams of all kinds to do the critical work that moves business forward through the PagerDuty Operations Cloud.

Visit our to explore life at PagerDuty, discover opportunities, and sign-up for job alerts

PagerDuty is growing, and we are looking for a Helpdesk Eng II to join our team As a Helpdesk Engineer II you will be responsible for ensuring the effective use of systems/services like Jira, Google Workspaces, MacOS, Windows, JAMF, Office 365, Slack, and Zoom. This is an exciting opportunity as you will play a key role in ensuring that all technical issues are resolved efficiently and that our high standards of customer service are maintained consistently. The ideal candidate will have strong experience supporting Mac and Windows and possess excellent communication skills.

PagerDuty is a flexible, hybrid workplace. We embrace and encourage in-person working as an integral part of our culture. Both our employees and external research tell us that co-located collaboration strengthens connections, drives innovation, and accelerates learning.This role is expected to come into our Santiago office 4 times per week so you can thrive in your new role and fully embrace being a Dutonian

Key Responsibilities

Act on and exceed support KPIs, focusing on key support metrics such as CSAT, Time to Resolution (TTR), and backlogs. Provide high-quality technical support to end-users, including executive leadership and their supporting staff, ensuring prompt and efficient issue resolution. Engage in ITIL processes such as change management and asset management as they relate to end-user support. Assist in identifying opportunities for automation of processes to reduce or eliminate manual tasks. Collaborate with team members to foster a culture built on transparency, growth, and ownership. Assist in resolving customer escalations by collaborating with cross-functional teams including support, engineering, and operations. Contribute to the problem and incident management process, ensuring successful detection, resolution, and follow-up on customer issues. Participate in managing major operations outages and communicate effectively with customers. Participate in weekend and holiday on-call rotation as required. Contribute to the evaluation of current processes, technology, and organizational skills to identify areas for improvement and team advancement.

Basic Qualifications

2+ years of overall experience or Bachelors or Associates degree in Computer Science, Technology, IT, or a related field Experience with supporting Mac and Windows end points - (troubleshooting) Experience with an IT Ticketing platform Experience with SAAS administration - Okta, Google Suite, JAMF, Intune, Microsoft, Zoom, Slack

Preferred Qualifications

Experience working with cross functional departments such as workplace, HR, operations, etc Experience at a tech company Strong communication skills

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