Responsibilities 

• Manage and respond to incoming support tickets via email, chat, and ticketing system (Zendesk, Freshdesk, or similar), maintaining first-response SLAs. 
• Troubleshoot issues across a range of systems: SSO/authentication, SaaS platform access, email/calendar, VPN, and common productivity tools (Slack, Google Workspace, Microsoft 365). 
• Diagnose, document, and resolve Tier 1 and Tier 2 issues independently. Escalate Tier 3 issues to engineering with clear reproduction steps, screenshots, and system logs. 
• Create and maintain an internal knowledge base with step-by-step resolution guides, FAQs, and known-issue documentation. 
• Assist with user onboarding and offboarding: account provisioning, access control setup, software installation, and permissions management. 
• Track recurring issues and surface patterns to engineering and product teams, advocating for permanent fixes over repeated workarounds. 
• Monitor system health dashboards and proactively flag outages or degraded performance before they become user-reported tickets. 
• Participate in on-call rotation for critical after-hours issues (frequency and schedule to be agreed upon). 

Requirements 

• 2+ years of help desk or IT support experience in a SaaS, tech, or professional services environment. 
• Hands-on experience with at least one ticketing system (Zendesk, Freshdesk, Jira Service Management, or ServiceNow). 
• Working knowledge of SSO/SAML, Google Workspace or Microsoft 365 admin, and basic networking (DNS, VPN, proxy). 
• Excellent written communication — your ticket responses should be clear, empathetic, and resolution-oriented, not robotic. 
• Ability to prioritize and manage a queue of 20–40 open tickets without dropping balls or losing context. 
• Patience and composure when dealing with frustrated or non-technical users. 

Nice to Have 

• CompTIA A+, ITIL Foundation, or similar certifications. 
• Basic scripting skills (Bash, PowerShell, or Python) for automating repetitive tasks. 
• Experience supporting distributed/remote teams across multiple time zones. 
• Familiarity with MDM tools (Jamf, Intune) and endpoint security platforms.