Junior Service Desk Agent

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟢 Junior

🚫👨‍🎓 No degree required

👻 Ghost score 11%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Percona

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2006

💼 Consulting

📦 Logistics

📣 Marketing

Consulting • Logistics • Marketing

Percona is an open source database software, support, and services company that helps enhance the performance and reliability of databases and applications. The company provides a variety of tools and services tailored for MySQL, MongoDB, and PostgreSQL databases, offering managed services, consulting, and training to support enterprises in managing their complex database environments. Percona is recognized for its commitment to open source solutions, ensuring that clients maintain control and secure access to their data without being locked into commercial licenses. Their solutions focus on scalability, proactive performance tuning, high availability, and security, serving thousands of customers with varied database needs. With a strong emphasis on community engagement and continuous innovation, Percona is dedicated to driving success and efficiency in database management.

📋 Description

• Provide first-level/Level 1 technical support and triage for Percona staff and external contractors • Handle the Service Desk ticket queue, chat, and calls during shift hours • Follow documented incident management and request fulfillment processes and established policies • Handle basic tasks and change requests, escalating unresolved issues to the next support level • Keep tickets updated and inform end users • Collaborate with IT Operations, Security Operations, Compliance, Privacy & Legal, and other partner teams • Handle staff and external contractor onboarding/offboarding • Train new hires and staff on Service Desk processes and procedures • Perform access management routine tasks • Create and maintain staff self-service and Service Desk documentation • Process device compliance requests and assist staff with compliance issues • Ensure mandatory Security and Compliance training completion • Process new vendor requests for compliance • Handle equipment procurement requests • Maintain automated Service Desk tasks and workflows, including access provisioning • Work 40 hours per week, generally 8 hours per weekday, with core hours within the 9 am–9 pm UTC weekday coverage window • Provide occasional out-of-office coverage and handle urgent incidents outside regular schedules when needed

🎯 Requirements

• Experience working with cross-functional teams • Experience with Service Desk software • Experience in basic administration of tools for user access • Strong English communication skills, spoken and written • Capable of remote and self-directed work • Strong organizational and communication skills • Customer service experience 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 • Experience with Google Workspace, Slack, JIRA, Confluence, ServiceNow, Duo Access Gateway, LDAP/FreeIPA, SentinelOne, and JumpCloud is a differentiator • Experience supporting Windows, Mac, and/or Linux workstations • Experience with endpoint security solutions, antivirus, VPN, and basic networking • Experience with automated tasks and workflows • Experience in staff enablement and curating documentation • Experience with vendor risk management • ITIL Practices experience

🏖️ Benefits

• Flexible work hours • Various paid time off programs • All equipment for your remote office • Funds for career development, including external training, certifications, and conferences • Ongoing connectivity allowances • Opportunity to participate in the equity incentive plan • The Percona Adventure Team • Work-from-Anywhere • FlowDays • FryDays • Overall work/life flexibility • PAVE volunteering program • Women Transforming Technology