Jr. Service Desk Agent
P
PerconaOpen Source Database
South America; Secondary Locations: Sao Paulo, Buenos Aires, Mexico City, Montevideo, 9 am to 9 pm UTC during weekdaysFull-TimeJunior
Salary not disclosed
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Job Details
- Languages
- Strong English communication skills (spoken and written)
- Required Skills
- DocumentationCustomer serviceComplianceTechnical support
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.
- Technical aptitude and willingness to learn.
Responsibilities
- Handle the Service Desk ticket queue and chat as first-level support.
- Provide technical support and triaging for IT Operations and Security teams.
- Manage Percona staff and external contractor onboarding and offboarding.
- Train new hires and staff on Service Desk processes and procedures.
- Write and maintain documentation for staff self-service and the Service Desk team.
- Process device compliance requests and ensure completion of mandatory security trainings.
- Handle equipment procurement requests for staff.
- Maintain automated tasks and workflows, such as access provisioning.
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