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Junior Engineer - Tier 1 Helpdesk Support
Skills
AdministrationAirline TicketingCloud-Native ApplicationsHomepageInformation SecurityLinux System AdministrationPermissions
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Experience in an IT help desk system administration or IT operations role
- Familiarity with ticketing systems such as JIRA Service Management or similar
- Experience with macOS Windows or Linux administration
- Basic understanding of cloud environments AWS preferred and willingness to learn Kubernetes containerized applications and CI/CD pipelines
- US citizenship required and must be eligible for CUI access
- Ability to meet IAT Level II certification requirements within a defined timeline or already certified at IAT II–III
- Ability to collaborate effectively with cross-functional teams in a remote asynchronous environment
- Strong triage instincts able to assess categorize and route issues efficiently even with limited existing documentation
- Proactive mindset with a willingness to build processes and documentation from the ground up
Nice to have
- Curious
- Driven
- Proactive
- Adaptable
- Collaborative
- Detail-oriented
Day to day
- Serve as the primary first line of support for end users across a cloud-based platform environment, triaging issues and resolving or escalating them appropriately.
- Handle user access requests, permissions changes, device troubleshooting, and general application access problems with speed and care.
- Investigate logs, manage ticket flow in JIRA Service Management, maintain documentation, and collaborate with engineers to grow into Kubernetes, AWS, CI/CD, and SRE work.