End User Support Senior Specialist

Role overview Provide advanced technical support to employees across a multi-office organization, taking ownership of complex issues and high-impact incidents. The role combines hands-on troubleshooting with service improvement, user training, and technology adoption work, and includes occasional travel to U.S. offices.

Responsibilities - Resolve escalated issues across Microsoft 365, Windows, access management, connectivity, endpoints, and business applications. - Coordinate response to critical incidents, keep stakeholders informed, and work with infrastructure, security, application, and vendor teams. - Investigate recurring problems, identify root causes, and improve support processes and service quality. - Guide colleagues on troubleshooting and customer service practices; develop onboarding, training, and technology adoption activities. - Maintain technical documentation, knowledge articles, user communications, and self-service resources. - Support major technology changes, office transitions, and onsite readiness, training, or event needs.

Requirements - High school diploma and at least five years of progressive experience in end-user support or related technical training, documentation, or adoption work. - Strong knowledge of Microsoft 365, Windows, identity and access management, VPN, networking, endpoints, and enterprise applications. - Experience handling complex issues, escalations, incident response, service levels, root-cause analysis, and process improvement. - Clear customer communication and stakeholder skills, including support for senior leaders and priority users. - Ability to create training and knowledge materials, coordinate projects, mentor colleagues, and manage competing priorities. - Familiarity with IT service management and ticketing platforms; JIRA is preferred. Able to travel to U.S. offices as needed.

Benefits and work setup The listing describes a comprehensive benefits package that includes medical, dental and vision coverage, disability and life insurance, paid time off, retirement plans, paid care leave, and a possible annual bonus. It also highlights professional development and flexibility. The stated salary range is $59,600–$87,500; individual pay depends on factors including experience, skills, education, and location. Candidates must be eligible to work in the United States; work sponsorship is not provided.