Jr. Service Desk Agent

Percona
Buenos Aires, São Paulo, Mexico City, Montevideo
Workplace: RemoteFull timeFunction: Customer Support (Service Desk)Skills: ["Communication","Organizational skills","Customer service","Remote work","Attention to detail","Problem-solving","Prioritization","Self-directed work"]

Provide first-level service desk support for Percona staff by managing ticket queue and chat during shifts. Triage IT Operations and Security Operations issues, handle basic tasks and change requests, and route unresolved items to partner teams. Collaborate cross-functionally to improve onboarding/offboarding, access provisioning, equipment procurement, documentation for self-service, and ongoing compliance processes including security and ISO access reviews. Work flexibly around core shift hours.

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FursaFursa
Percona
Percona
1 day ago

Jr. Service Desk Agent

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 11 hours agoStatus: Live

Job Summary

Provide first-level service desk support for Percona staff by managing ticket queue and chat during shifts. Triage IT Operations and Security Operations issues, handle basic tasks and change requests, and route unresolved items to partner teams. Collaborate cross-functionally to improve onboarding/offboarding, access provisioning, equipment procurement, documentation for self-service, and ongoing compliance processes including security and ISO access reviews. Work flexibly around core shift hours.
Location: Buenos Aires, São Paulo, Mexico City, Montevideo
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Serve as the single point of contact for technical assistance via tickets and chat, providing first-level incident and request fulfillment support.
  • •Handle Level 1 support and triage for IT Operations and Security Operations, including basic tasks and change requests.
  • •Redirect unresolved issues to the next level of support and ensure end-users and tickets are kept up to date.
  • •Support staff enablement tasks such as onboarding/offboarding, orientation, access management routine tasks, and maintaining documentation for self-service.
  • •Support staff compliance and staff experience by processing device compliance and vendor-related requests, managing security/compliance training completion, and assisting with equipment procurement and automated workflows.

Pay and Benefits

Perks:Paid LeaveLearning BudgetEquipmentEquityRemote Work

Key Requirements

  • •Experience working with cross-functional teams
  • •Experience with Service Desk software
  • •Basic administration experience for tools used for user access
  • •Strong English communication skills (spoken and written)
  • •Ability to prioritize, manage time effectively, and work remotely/self-directed
Experience:Service deskIT supportRemote work
Skills:CommunicationOrganizational skillsCustomer serviceRemote workAttention to detailProblem-solvingPrioritizationSelf-directed work
Languages:English
Tech Stack:Google WorkspaceSlackJIRAConfluenceServiceNowDuo Access GatewayLDAP/FreeIPASentinelOneJumpCloudWindowsMacOSLinuxAntivirusVPNNetworkingAccess provisioningISO Access ReviewsITIL

Company Brief

Percona
Provides open-source database software, support, managed services and consulting for MySQL, MongoDB, PostgreSQL, Redis and related technologies to help organizations monitor, manage, secure and optimize database environments.
Industry: Data Infrastructure
Company Size: Large (251 to 1,000 employees)
Revenue: USD 25M to 50M
Growth: Established Company
Funding: Bootstrapped
Headquarters: Durham, United States
Founded: 2006
Glassdoor
Glassdoor: 4.2
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