HelpDesk Engineer II
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)