HelpDesk Engineer II

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About the role

PagerDuty, Inc. (NYSE: PD) is the global leader in AI-first digital operations. By automatically detecting, diagnosing, and remediating issues, the PagerDuty Platform orchestrates AI agents and automated workflows with context from over 750 integrations. Trusted by approximately two-thirds of the Fortune 100 and nearly half of the Fortune 500, PagerDuty is the industry standard for organizations scaling resilient, autonomous operations. Notable customers include Chipotle, Cloudflare, Docusign, Fox, Nvidia, Salesforce, Spotify, Zoom and more. We are growing rapidly and hiring top talent with leading AI skills across engineering, sales, product, marketing, and beyond as we build the leading digital operations platform. Role Summary The Tier 2 Helpdesk Engineer is the escalation point for PagerDuty's Employee IT helpdesk, resolving complex hardware, software, identity, and collaboration-tool issues that Tier 1 cannot close. This role owns the administration of our endpoint management, identity, and SaaS collaboration platforms (Jamf, Intune, Entra ID, Zoom, Slack, Jira Cloud), provides white-glove hardware support for Mac and Windows users, and leads A/V setup and technical coordination for internal events. Success requires strong technical depth balanced with excellent customer service — the ability to stay calm, clear, and empathetic with employees at every level, including executives, during high-pressure moments. Key Responsibilities Escalated Support & Troubleshooting • 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. Endpoint & Identity Management • 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. SaaS & Collaboration Tool Administration • Administer Zoom (Rooms, licensing, meeting/webinar configuration, security and compliance settings). • Administer Slack (workspace settings, app/integration approvals, retention policies, channel governance). • Manage the Jira Cloud helpdesk queue: SLAs, workflow automation, forms, and reporting. Hardware & Asset Management • Provide hands-on support for Mac and Windows hardware: imaging, diagnostics, repair triage, and vendor/warranty coordination. • Manage IT asset inventory and equipment lifecycle from procurement through retirement. A/V & Event Coordination • Set up, test, and support A/V equipment for meetings, town halls, all-hands, and offsite events. • Coordinate with facilities, vendors, and event organizers to ensure technical readiness on event day. Customer Experience, Documentation & Mentorship • Deliver empathetic, high-quality support to employees at every level, including executives. • Author and maintain knowledge base articles and runbooks; mentor and train Tier 1 staff. • Participate in the EIT on-call rotation for after-hours or critical issues. Qualifications • 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 technic

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