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)