Service Desk Analyst Tier 2

TL;DR

Service Desk Analyst Tier 2: Providing prompt technical support through various backend platforms with an accent on resolving complex issues on the first touch. Focus on managing incidents via ITSM systems, troubleshooting end-user environments, and mentoring Tier 1 technicians.

Location: Must be based in Serbia (Remote)

Company

hirify.global is a technical support and managed services provider.

What you will do

• Resolve complex technical issues remotely and over the phone for end users.
• Manage incidents and service requests using ConnectWise, ServiceNow, or Jira Service Management.
• Administer user accounts via Active Directory, Entra ID, and Office 365.
• Monitor and resolve Priority 1 and VIP tickets while identifying recurring trends.
• Escalate advanced issues to Tier 3 technicians and provide backup support for Tier 1.
• Train and mentor Tier 1 Help Desk staff.

Requirements

• Must be based in Serbia.
• English: C1 level required (excellent written and verbal communication).
• Two years of customer service experience.
• Relevant IT certifications (CompTIA A+, Network+, Microsoft 365, or ITIL).
• Experience with ITSM systems like ConnectWise, ServiceNow, or Jira.
• Strong troubleshooting skills for software, malware, and account management.

Culture & Benefits

• Full-time employment.
• Opportunity to work in a dynamic, fast-paced environment.
• Focus on professional growth through mentoring and technical support challenges.