Role Summary
The Tier 2 Helpdesk Engineer is the escalation point for PagerDuty's Employee IT helpdesk, resolving complex hardware, software, identity, and collaboration-tool issues that Tier 1 cannot close. This role owns the administration of our endpoint management, identity, and SaaS collaboration platforms (Jamf, Intune, Entra ID, Zoom, Slack, Jira Cloud), provides white-glove hardware support for Mac and Windows users, and leads A/V setup and technical coordination for internal events. Success requires strong technical depth balanced with excellent customer service — the ability to stay calm, clear, and empathetic with employees at every level, including executives, during high-pressure moments.
Key Responsibilities
Escalated Support & Troubleshooting
- 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: triage, root cause analysis, resolution, and documentation.
- Identify recurring issues and drive permanent fixes rather than repeated workarounds.
Endpoint & Identity Management
- 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): user/group provisioning, conditional access policies, and SSO/MFA troubleshooting.
SaaS & Collaboration Tool Administration
- Administer Zoom (Rooms, licensing, meeting/webinar configuration, security and compliance settings).
- Administer Slack (workspace settings, app/integration approvals, retention policies, channel governance).
- Manage the Jira Cloud helpdesk queue: SLAs, workflow automation, forms, and reporting.
Hardware & Asset Management
- Provide hands-on support for Mac and Windows hardware: imaging, diagnostics, repair triage, and vendor/warranty coordination.
- Manage IT asset inventory and equipment lifecycle from procurement through retirement.
A/V & Event Coordination
- 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.
Customer Experience, Documentation & Mentorship
- 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.
Qualifications
- 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/peripherals.
- Excellent interpersonal and customer-service skills; able to translate technical issues for non-technical audiences.
- Experience supporting A/V equipment and live/hybrid events preferred.
- Comfortable working occasional evenings for after-hours events or on-call coverage.
Preferred Certifications
- 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)
