At a glance
- Experience
- 1+ years experience
- Workplace
- Hybrid
- Location
- Lisbon
About PagerDuty
- PagerDuty, Inc. (NYSE:PD) is a global leader in digital operations management. The PagerDuty Operations Cloud is an AI-powered platform that empowers business resilience and drives operational efficiency for enterprises. With a generative AI assistant at its core, PagerDuty empowers teams to detect and resolve issues in real time, orchestrate complex workflows, and drive continuous improvement across their digital operations. Trusted by nearly half of both the Fortune 500 and the Forbes AI 50, as well as approximately two-thirds of the Fortune 100, PagerDuty is essential for delivering always-on digital experiences to modern businesses
- PagerDuty is Great Place to Work-certified™, a Fortune Best Workplace for Millennials, a Fortune Best Medium Workplace, a Fortune Best Workplace in Technology, and a top rated product on TrustRadius and G2.
- Go behind-the-scenes on our careers site and @pagerduty on Instagram.
- Additional Information
- PagerDuty is an equal opportunity employer. PagerDuty does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, parental status, veteran status, or disability status. Your privacy is important to us. By submitting an application, you confirm that you have read and understand PagerDuty's Privacy Policy.
- PagerDuty is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. Should you require accommodation, please email accommodation@pagerduty.com and we will work with you to meet your accessibility needs.
About the role
- The Tier 2 Helpdesk Engineer serves as the escalation point for PagerDuty's Employee IT helpdesk, resolving complex hardware, software, identity, and collaboration-tool issues.
- This role owns administration of endpoint management, identity, and SaaS collaboration platforms while providing white-glove support and leading A/V technical coordination.
Responsibilities
- 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.
- 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.
- Administer Zoom, Slack, and Jira Cloud.
- Provide hands-on support for Mac and Windows hardware: imaging, diagnostics, repair triage, and vendor/warranty coordination.
- Set up, test, and support A/V equipment for meetings, town halls, all-hands, and offsite events.
- Author and maintain knowledge base articles and runbooks; mentor and train Tier 1 staff.
Requirements
- 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.
- Comfortable working occasional evenings for after-hours events or on-call coverage.
Preferred qualifications
- Experience supporting A/V equipment and live/hybrid events preferred.
- 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)
Benefits
- Competitive salary
- Comprehensive benefits package
- Flexible work arrangements
- Company equity
- ESPP (Employee Stock Purchase Program)
- Retirement or pension plan
- Generous paid vacation time
- Paid parental leave
- Paid volunteer time off: 20 hours per year
- Mental wellness programs
Workplace
- PagerDuty operates a hybrid work model with offices in 8 major cities including Lisbon.
Skills
- Jamf Pro
- Microsoft Intune
- Microsoft Entra ID
- Zoom
- Slack
- Jira Cloud
- macOS
- Windows
- Azure AD
- Jamf
