Senior IT Helpdesk Engineer — Endpoint & Identity Lead

PagerDuty, Inc.; Lisboa; Hybrid; EUR 28,000 - 40,000; Full time

Benefits offered by this job

Competitive salary

Comprehensive benefits package

Flexible work arrangements

Company equity

ESPP program

Retirement plan

Paid vacation time

Paid holidays and sick leave

Wellness days

Job summary

PagerDuty, Inc. in Lisbon is hiring a Tier 2 Helpdesk Engineer to resolve advanced hardware, software, identity, and collaboration-tool issues. You will manage endpoint systems (Jamf Pro, Intune, Entra ID), SaaS apps (Zoom, Slack, Jira Cloud), and provide hands-on hardware support for Mac and Windows users.

You will also coordinate A/V for internal events, mentor Tier 1 staff, and participate in after-hours on-call coverage. Excellent customer service and calm communication are essential.

Qualifications

• 3–5 years of IT support experience, including 1+ years at Tier 2 or higher.
• Hands-on administration with Jamf Pro, Microsoft Intune, and Entra ID (Azure AD).
• Experience administering SaaS platforms such as Zoom, Slack, and Jira Cloud.
• Strong troubleshooting across macOS, Windows, and enterprise hardware.
• Excellent interpersonal and customer-service skills; able to translate tech for non-tech users.

Responsibilities

• Escalation point for Tier 1 tickets requiring advanced diagnosis of hardware, OS, or identity issues.
• Own complex incidents end-to-end: triage, root-cause analysis, resolution, and documentation.
• Lead A/V setup and coordination for internal events and meetings.

Skills

IT support

Customer service

Troubleshooting

A/V coordination

End-user support

Tools

Jamf Pro

Microsoft Intune

Microsoft Entra ID

Zoom

Slack

Jira Cloud

Job description

PagerDuty, Inc. in Lisbon is hiring a Tier 2 Helpdesk Engineer to resolve advanced hardware, software, identity, and collaboration-tool issues. You will manage endpoint systems (Jamf Pro, Intune, Entra ID), SaaS apps (Zoom, Slack, Jira Cloud), and provide hands-on hardware support for Mac and Windows users.

You will also coordinate A/V for internal events, mentor Tier 1 staff, and participate in after-hours on-call coverage. Excellent customer service and calm communication are essential.