Sr. Specialist - On-site End User Support
Core
Primary escalation point for Global Service Desk, providing complex Level 2+ technical support, proactive problem-solving, and A/V event execution for office users.
Role type
Senior On-Site End User Support Specialist
Builds
Seamless user experience for complex hardware/software/SaaS issues and flawless A/V event execution
Domain
Enterprise IT Support & Workspace Technology
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Advanced macOS administration, MDM deployment and policy troubleshooting, SaaS and cloud troubleshooting, Identity and Access Management (Okta/SSO, RBAC, MFA), Hardware and A/V diagnostics, ITSM platform usage
Preferred skills
ITIL certification, Experience with Logitech Rally Bar and Google CTL Chromebox
Technologies
macOS, MDM, Okta, Google Workspace, Jira Service Management, Logitech Rally Bar, Google CTL Chromebox
Responsibilities
Manage on-site walk-in Tech Basecamp and act as final point of resolution for escalated complex issues, Perform root cause analysis and collaborate on permanent fixes, Author and maintain SOPs to enable L1 team, Execute regional technology projects including hardware lifecycle management, Own day-to-day operation and health of local office A/V hardware and support events
Seniority
Senior, hands-on IC
