Service Desk Agent

Location: Remote from South America, Buenos Aires, Mexico City, Montevideo, or Sao Paulo; weekday coverage within the 9 am–9 pm UTC shift, with occasional out-of-hours incident support.

Company

hirify.global provides open-source database software, support, and services for MySQL, MongoDB, PostgreSQL, and MariaDB.

What you will do

• Provide Level 1 support and triage for IT Operations and Security Operations through tickets, chat, and calls.
• Handle basic tasks, change requests, access management, onboarding and offboarding, and equipment procurement.
• Escalate unresolved issues and collaborate with technical experts to deliver timely customer service.
• Maintain Service Desk and staff self-service documentation and train new hires and staff on procedures.
• Process device compliance, mandatory training, vendor risk, and compliance assistance requests.
• Assist with automated Service Desk workflows, including access provisioning.

Requirements

• Experience working with cross-functional teams and Service Desk software.
• Basic administration experience for user-access tools and automated tasks or workflows.
• Technical support experience with Windows, Mac, and/or Linux workstations, endpoint security, antivirus, VPN, and basic networking.
• Strong English communication skills, both spoken and written.
• Strong organization, prioritization, time management, attention to detail, and customer service skills.
• Ability to work remotely and cover core hours within the 9 am–9 pm UTC weekday shift, with occasional schedule flexibility.

Nice to have

• Experience with Google Workspace, Slack, Jira, Confluence, ServiceNow, Duo Access Gateway, LDAP/FreeIPA, SentinelOne, and JumpCloud.
• Experience in staff enablement, documentation curation, vendor risk management, or ITIL practices.

Culture & Benefits

• Remote-only, globally distributed workforce with colleagues in more than 50 countries.
• Flexible work hours, paid time off programs, and equipment for a remote office.
• Career development funding for training, certifications, and conferences.
• Connectivity allowances and an equity incentive plan.
• Work-life balance programs, including Work-from-Anywhere, FlowDays, and FryDays.