Percona is hiring a
Junior Service Desk Agent

Summary

The job is for a Service Desk Agent at Percona, where the employee will handle first-level technical support, improve processes, and work cross-functionally with partner teams. The position is remote and covers a 12-hour shift during weekdays.

Requirements

• Strong English communication skills (spoken and written)
• Remote and self-directed work
• Strong organizational skills
• Customer service and people-oriented
• Ability to prioritize and manage time effectively
• Attention to detail and quality focus
• Enthusiastic and with a ‘can-do’ attitude
• Technical aptitude and willingness to learn
• Problem-solving
• Experience working with cross-functional teams
• Experience with Service Desk software

Responsibilities

• Handle the Service Desk ticket queue and chat as first-level support
• Improve processes and procedures cross-functionally with partner teams

Preferred Qualifications

• Experience specifically with our tech stack: Google Apps, Slack, JIRA, ServiceNow, Duo Access Gateway, LDAP/FreeIPA, SentinelOne, Kolide, Notion
• Experience providing technical support for: Windows, Mac, and/or Linux workstations, Endpoint Security Solutions, Antivirus, VPN, basic networking, etc
• Experience with automated tasks and workflows
• Experience in staff enablement and curating documentation
• Experience with vendor risk management

Benefits

• Flexible hours
• Ability to work remotely
• The amazing experience of working with a multinational team of experts
• Funding for training, certifications, conferences and more