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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates advanced knowledge in desktop support, service desk operations, and user experience enhancement, with a focus on compliance and automation initiatives. Proficient in managing high-volume user environments and implementing effective incident management practices.
Highest-signal resume keywords
Desktop SupportService Desk OperationsMDM Systems (Intune)Windows 11 and Ubuntu LinuxMicrosoft Entra ID
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical SupportIncident ManagementRoot Cause AnalysisEnd-User Hardware SupportGoogle Workspace AdministrationGPOsLog AnalysisOperating System Performance ConfigurationAutomation InitiativesAI Applications
Soft Skills
Empathy for UsersStrong Communication SkillsHelpful AttitudeAbility to Escalate Requests
Tools & Technologies
IntuneGoogle WorkspaceN8nGLPI
Certifications & Qualifications
ITIL Certification
Industry Keywords
Access ManagementIncident ManagementService DeskUser ExperienceCompliance
Tech Stack
Tools & technologiesLinux
About the role
Key responsibilities & impact- Support internal users by resolving access, password, technical support, and IT service requests
- Maintain the technology environment in compliance in partnership with the IAM, Information Security, and DevOps teams
- Contribute to a high-performing service desk focused on user experience, governance, and effective processes
- Reduce incidents through root cause analysis and continuous improvement initiatives
- Document technical procedures
- Propose automation initiatives and applications of artificial intelligence
- Contribute to the self-service approach, enabling users to initiate their own requests and accelerating support
Requirements
What you’ll need- Proven senior-level experience in desktop support and service desk teams
- Experience with support operations and critical requests in high-volume user environments
- Experience supporting users, investigating incidents, and implementing solutions
- Experience with MDM systems such as Intune for standardizing and automating support tasks
- Advanced knowledge of Windows 11 and Ubuntu Linux operating systems
- Advanced knowledge of end-user hardware support
- Advanced knowledge of Microsoft Entra ID and Intune
- Knowledge of Google Workspace administration
- Knowledge of GPOs, updates, drivers, operating system performance configuration, and log analysis for diagnostics
- Knowledge of best practices in access management and incident management
- Empathy for users
- Strong communication skills
- A consistently helpful attitude
- Ability to escalate requests at the appropriate time
- Nice to have: knowledge of n8n, GLPI, ITIL certification, and experience with AI agents
Benefits
Comp & perks- 100% remote work
- A trust-based culture focused on results, with plenty of challenges and learning opportunities
- Autonomy and ownership in a highly collaborative and empathetic environment
- A feedback culture and one-on-one meetings with people-focused leadership and no micromanagement
- Meal and food allowance
- Childcare assistance
- Home office allowance
- Healthcare assistance
- Education and culture allowance
- Gympass
- Birthday day off
- Discounts on therapy
- Discounts on English courses
- Other partner benefits