Junior Service Desk Agent

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver first-level technical support and triage for Percona team members and external contractors.

• Manage the Service Desk ticket queue, chat, and phone calls during assigned hours.

• Adhere to documented incident management and request fulfillment protocols along with established policies.

• Execute basic tasks and change requests, escalating unresolved issues to the next level of support.

• Keep ticket statuses updated and communicate with end users effectively.

• Collaborate with teams from IT Operations, Security Operations, Compliance, Privacy & Legal, and other partner divisions.

• Oversee onboarding and offboarding processes for staff and external contractors.

• Provide training for new employees on Service Desk processes and procedures.

• Carry out routine access management tasks.

• Create and update documentation for staff self-service and Service Desk operations.

• Process device compliance requests and assist staff with compliance-related issues.

• Ensure completion of mandatory Security and Compliance training.

• Manage new vendor requests for compliance.

• Handle equipment procurement requests.

• Maintain automated tasks and workflows within the Service Desk, including access provisioning.

• Work 40 hours a week, typically 8 hours each weekday, with core hours falling between the 9 am–9 pm UTC coverage window on weekdays.

• Provide occasional out-of-office coverage and respond to urgent incidents outside of regular hours when necessary.

⛳️ Requirements

• Proven experience collaborating with cross-functional teams.

• Familiarity with Service Desk software is essential.

• Experience in basic administration of user access tools.

• Excellent English communication skills, both verbal and written.

• Ability to work remotely and manage tasks independently.

• Strong organizational and communication abilities.

• Customer service experience with a focus on people interaction.

• Effective time management and prioritization skills.

• High attention to detail and commitment to quality.

• Positive attitude and a proactive approach to challenges.

• Technical aptitude with a willingness to learn new technologies.

• Experience with Google Workspace, Slack, JIRA, Confluence, ServiceNow, Duo Access Gateway, LDAP/FreeIPA, SentinelOne, and JumpCloud is an advantage.

• Background in supporting Windows, Mac, and/or Linux workstations.

• Knowledge of endpoint security solutions, antivirus, VPN, and basic networking.

• Familiarity with automated tasks and workflows.

• Experience in staff enablement and documentation curation.

• Understanding of vendor risk management.

• Experience with ITIL practices.

🏝️ Benefits

• Flexible work hours.

• Various paid time off programs.

• All necessary equipment for your remote office.

• Funding for career development, including external training, certifications, and conferences.

• Ongoing connectivity allowances.

• Opportunity to participate in the equity incentive plan.

• Access to the Percona Adventure Team.

• Work-from-Anywhere option.

• FlowDays.

• FryDays.

• Overall work/life flexibility.

• PAVE volunteering program.

• Initiative for Women Transforming Technology.