Night-Shift IT Service Desk Analyst - AI-Driven Support

OpenKrill; United States; Remote; USD 6,300 - 9,500; Full time

Benefits offered by this job

Company Equity

27 days paid time off

12 days of Company Holiday

5 days paid volunteering leave

Group Mediclaim (GMC)

Enhanced Parental leave policies

MacBook Pro

Job summary

Matillion is seeking a proactive IT Service Desk Analyst to support our US-based team from the Hyderabad office. You will own tickets during US business hours, troubleshoot Windows/macOS, and work with Felix, our AI teammate, to triage and automate workflows.

You will administer Okta and MDM tools, manage Jira Service Management, and support core SaaS platforms such as Google Workspace, Slack, Zoom, and Atlassian tools.

Qualifications

• 2–4 years' experience in a 2nd line or standalone IT support role.
• Strong working knowledge of both Windows and macOS environments.
• Hands-on experience administering an identity provider (e.g. Okta) and an MDM platform (Jamf, Intune).
• Comfortable with ITIL/ITSM frameworks and Jira Service Management with SLA awareness.
• Practical experience with SaaS platforms: Google Workspace, Slack, Zoom, and Atlassian suite.

Responsibilities

• Be the primary point of contact for the Service Desk during US hours; triage and troubleshoot hardware, software, network, and app issues for the US-based team.
• Collaborate with Felix, the AI virtual teammate, and use its triage to work efficiently; identify automation opportunities.
• Manage tickets end-to-end in ITSM system; escalate only when needed with full context for UK team or vendors.
• Provision identities and manage devices using Okta, Jamf, and Intune to ensure security and compliance.
• Administer core SaaS platforms (Google Workspace, Slack, Zoom, Jira/Confluence) and manage access and licensing.
• Onboard/offboard users with PeopleOps to ensure timely provisioning/deprovisioning.
• Use AI tools (Claude, Gemini) and automation (n8n) to speed triage and draft responses; improve workflows.
• Maintain clear handover notes and update knowledge base documents for time-zone handoffs.
• Take ownership of smaller changes and contribute to IT projects including testing and rollout.

Skills

Windows & macOS

Okta & MDM (Jamf/Intune)

ITIL/ITSM

Jira Service Management

SaaS Platforms (Google Workspace, Zoom

Tools

Okta

Jamf

Intune

Google Workspace

Slack

Zoom

Jira Service Management

Confluence

Job description

Matillion is seeking a proactive IT Service Desk Analyst to support our US-based team from the Hyderabad office. You will own tickets during US business hours, troubleshoot Windows/macOS, and work with Felix, our AI teammate, to triage and automate workflows.

You will administer Okta and MDM tools, manage Jira Service Management, and support core SaaS platforms such as Google Workspace, Slack, Zoom, and Atlassian tools.