Jr. Service Desk Agent - Percona

Do you wish you could be part of a small team where your efforts will make a huge impact? Our Service Desk Team exists to enable and assist Percona Staff by providing support following documented incident management and request fulfillment processes.

As a Jr. Service Desk Agent, you will be the single point of contact for technical assistance, providing first-level support for incidents, service requests, and routine tasks, while coordinating with partner teams like IT Operations, Security Operations, Compliance, Privacy & Legal.

What You Will Do

During shift hours, handle the Service Desk ticket queue and chat as first-level support following documented procedures. During off-shift hours, work cross-functionally with partner teams to improve processes, productivity, and staff enablement.

Technical Support

• Take on Level 1 support and triaging for IT Operations and Security Operations teams.
• Handle basic tasks and change requests.
• Redirect unresolved issues to the next level of support and learn from senior technicians.

Customer Service

• Handle tickets, chat, and calls with a strong sense of prioritization.
• Provide quick resolution and excellent customer service, cooperating with technical experts.
• Ensure tickets are kept up to date and end-users are informed.

Staff Enablement

• Handle Percona Staff and External Contractor onboarding and offboarding.
• Train New Hires and Staff on Service Desk Processes and Procedures.
• Take on access management routine tasks and write/maintain self-service and internal documentation.

Staff Compliance

• Process device compliance requests and ensure mandatory security and compliance trainings are completed.
• Assist with compliance issues and process new Vendor requests with Privacy, Security Operations, and Legal.

Staff Experience

• Handle equipment procurement requests for new hires and staff.
• Assist in maintaining automated tasks and workflows managed by the Service Desk, such as access provisioning.

What You Have Done

• Experience working with cross-functional teams and using Service Desk software.
• Experience in basic administration of user access tools.
• Strong English communication skills (spoken and written).
• Capable of remote and self-directed work with strong organizational, time-management, and prioritization skills.
• Customer service experience with a people-oriented, enthusiastic, and "can-do" attitude.
• Attention to detail, quality focus, and willingness to learn.

What Will Make You Stand Out

• Experience with tech stack: Google Workspace, Slack, JIRA/Confluence, ServiceNow, Duo Access Gateway, LDAP/FreeIPA, SentinelOne, JumpCloud.
• Technical support experience for Windows, Mac, and/or Linux workstations, Endpoint Security, VPN, and basic networking.
• Experience with automated workflows, staff enablement, documentation curation, vendor risk management, and ITIL practices.

Regular Work Schedule

The Service Desk team covers a 12-hour shift from 9 am to 9 pm UTC during weekdays. This is a remote, 40 hours per week position consisting of core hours (typically 4 hours per day) with flexible hours for the remainder.