Enterprise IT Support Specialist II | 24/7 Helpdesk

BetterCloud; Austin (TX); On-site; USD 55,000 - 75,000; Full time

Job summary

BetterCloud is seeking an Enterprise Support & Solutions Administrator II to triage, escalate and resolve incidents across our internal platform, systems, and tools. You will be a liaison between users and Business, Product & Engineering and IT teams, delivering reliable, user‑focused support.

You will monitor helpdesk tickets, provide first‑level technical assistance for Windows, macOS, and iOS devices, and help drive self-service improvements through documentation and processes.

Qualifications

• High school diploma or GED required.
• 2–3 years in fast-paced IT support or helpdesk environment.
• Experience supporting remote users via phone, email, chat, and text.
• Experience supporting Windows and macOS platforms and mobile iOS devices.

Responsibilities

• Actively support efforts to simplify and enhance the customer experience.
• Monitor Helpdesk tickets, categorize and prioritize incidents.
• Provide first-level technical support for platforms, systems, and tools.
• Gather information to identify and assess incident nature.
• Log incidents in ticketing systems and escalate when needed.
• Develop and maintain self-service documentation and process improvements.
• Stay current with industry trends and emerging technologies to support users.

Skills

Customer service

Communication skills

Ownership

Problem solving

Learning agility

Proactive

Education

High school diploma or GED

Tools

G-Suite

Okta

Slack

Zoom

Zendesk

PagerDuty

Jira

Mixpanel

Instabug

Job description

BetterCloud is seeking an Enterprise Support & Solutions Administrator II to triage, escalate and resolve incidents across our internal platform, systems, and tools. You will be a liaison between users and Business, Product & Engineering and IT teams, delivering reliable, user‑focused support.

You will monitor helpdesk tickets, provide first‑level technical assistance for Windows, macOS, and iOS devices, and help drive self-service improvements through documentation and processes.