Helpdesk Engineer II

Job Description

• This is a hybrid role which requires at least 3 days a week onsite (sometimes 5) in our (brand new!) Framingham, MA office**
• Applicants must have valid permanent work authorization in the U.S. (e.g., U.S. citizen, permanent resident). We are unable to offer visa sponsorship for this role.
  
  

The opportunity ahead

You will have the opportunity to provide first-line technical support to end users spread globally throughout US and EMEA. This role involves troubleshooting hardware and software issues, responding to service requests in a timely manner, and escalating complex problems to Level 2 or Level 3 support teams when necessary. The ideal candidate delivers excellent customer service while resolving technical issues efficiently with a focus on automation and Ai mindset.

The value you’ll deliver

• Provide first-line user support and manage tickets
• Troubleshoot level 1 hardware, software, and network issues.
• Manage user accounts and device setup (Windows/Mac).
• Support Microsoft 365, Teams, Zoom, and AV systems.
• Monitor alerts, document fixes, and maintain knowledge base.
• Escalate complex issues and follow ITIL processes.
• Collaborate with other teams and improve support processes.
  
  

What You Bring

• 2 years of hands-on experience supporting Windows and Mac desktop environments.
• Strong working knowledge of Windows 11, macOS and common enterprise applications.
• Proficiency with Microsoft 365 Admin Portal, Intune, Entra.
• Active Directory (user, group, and workstation administration)
• Strong troubleshooting and analytical skills across hardware, software, and networking.
• Familiarity with networking concepts such as IP addressing, DNS, DHCP, and VPN.
• Experience supporting users remotely via remote access tools and helpdesk platforms.
• Experience using some Helpdesk processing tool (ServiceNow, Jira, Freshdesk)
  
  

The Company

At Workhuman® our mission is to bring more humanity to the workplace. We recognise and embrace individuals’ differences and believe that workforce diversity and inclusion are essential to our long-term growth and success. Even if you don’t think you “check every single box” above, please still consider applying. We’re looking for a human who is collaborative, and innovative with a growth mindset. We love what we do because we’re shaping the future of work through our people and our technology. Our human cloud-based applications are helping some of the world’s leading global brands connect culture to shared purpose. The Workhuman Cloud empowers employees to thank, talk and celebrate each other, creating an environment that sparks gratitude and human connection while increasing employee engagement and productivity.

Did you know we have an award-winning culture across EMEA and North America:

• We were named as #5 Best Workplace in the Great Place to Work Awards in Ireland in 2022 in the large sized workplace category. We were also recognised as a Best Workplace for Women and a Best Workplace in Technology in 2020, 2021 and 2022.
• In 2021 we were named as #2 Best Workplace in Europe in the medium sized workplace category.
• We were also recognised as #2 Best Large Places to Work in Boston by Built In for 2023 as well as a Best Place to Work in Boston, U.S. Best Large Places to Work and U.S. Best Places to Work.
• There are currently over 7.5 million users on the Workhuman® cloud across 180 countries.
• Our core values are Respect, Determination, Innovation and Imagination.
  
  

Workhuman is an Equal Opportunity Employer and is committed to the principle of equal employment opportunity for all employees. We proudly provide a work environment free of discrimination and harassment. Employment decisions at Workhuman are based on solely on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social, or ethnic origin, sex (including pregnancy), age, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, or any other status protected by the laws or regulations in the locations where we operate. Workhuman believes that diversity and inclusion among our teammates is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.