Sr. Specialist - On-site End User Support

Portland · Senior · Contract

Sponsorship not specifiedDetected 4 days ago

JiraProcurementCustomer SupportCommunicationCollaborationProblem Solving

About the role

This role shifts away from high-volume, L1 ticket resolution.
You possess the patience to handle stressed users face-to-face, the foresight to anticipate event needs before they become issues, and the professional expertise to communicate complex technical concepts to non-technical leaders.
Act as the final point of resolution for complex hardware, software, and SaaS issues escalated by the GSD.

Instead, it is a proactive, problem-solving, and high-empathy role focused on complex technical challenges (Level 2+), seamless walk-in support, and flawless A/V event execution.
Provide premium, fast-tracked support for high-priority stakeholders and business leaders, focusing on application performance and seamless access.
Identify recurring patterns in issues and collaborate with engineering/operations teams to implement permanent fixes.
Author and maintain SOPs and technical documentation that empower L1 to resolve more issues on first contact, specifically around SaaS identity, access, and endpoint behaviors.
Collaborate with cross-functional Tech teams (e.g. Security, Operations, Engineering) to execute regional technology projects.
A team player who thrives working alongside cross-functional teams to deliver holistic solutions.

A proven ability to de-escalate technical frustration with high empathy, patience, and professionalism.
Ability to work seamlessly with international teams across different time zones.
Strong experience with MDM deployment and policy troubleshooting.
Ability to isolate issues across the stack using developer tools and cloud-based logging.
Strong ability to troubleshoot MFA and conditional access gates.
Hands-on ability to diagnose and repair enterprise-grade laptops, peripherals, and modern conference room A/V ecosystems (e.g., Google Meet hardware, Zoom).
"You are the person people go to when the manual doesn't have the answer."
Partner closely with the Retail & Workplace Technology team to ensure seamless execution when escalations are required.
Experience with Logitech Rally Bar, Google CTL Chromebox for Meetings, and MacBook-based setups is a plus.

Global environment: Ability to work seamlessly with international teams across different time zones.
Working environment

In offices where we do not have an AV team, this position owns the day-to-day operation and health of our local office A/V hardware.
This role requires an early start time to ensure on-site coverage is aligned with the start of the business day for local users and to proactively support early morning events and Town Halls

This role is part of a Global team and reports to a manager based in Europe
Following the successful integration of our Global Service Desk (GSD) handling foundational Level 1 requests, we are elevating our on-site Tech presence.

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