End User Support Engineer

Saxon Global • Dallas, TX

2d

About The Position

This role is responsible for providing comprehensive 1st to 3rd level End User Support to all employees, whether they are in the office or working remotely. The engineer will effectively monitor and manage the incoming workload for the Global EUS team through multiple channels such as the portal, email, in-person interactions, chat, and hotline contacts. A key aspect of the role involves fostering strong relationships within the team and across different business units. The position also requires contributing to weekly management reports, documenting solutions in a centralized knowledge base, and ensuring all equipment adheres to IT security policies. Additionally, the engineer will manage the global Onboarding/Offboarding process for employee transitions and maintain IT standards and policies, including the deployment of licensed software applications.

Requirements

• 1st to 3rd level End User Support experience
• Experience managing workload through various channels (portal, email, in-person, chat, hotline)
• Ability to foster effective relationships within a team and across business units
• Experience contributing to management reports
• Experience documenting solutions in a knowledge base
• Knowledge of IT security policies
• Experience with Onboarding/Offboarding processes
• Familiarity with IT standards and policies
• Experience with software deployment of licensed applications

Responsibilities

• Provide 1st to 3rd level End User Support for all employees, both in-office and remotely.
• Effectively monitor and manage incoming workload to the Global EUS team through various channels, including portal, email, in-person, chat, and hotline contacts.
• Foster effective relationships within the team and across the business.
• Contribute to weekly management reports.
• Document solutions in a centralized knowledge base.
• Ensure all equipment complies with IT security policies.
• Follow the global Onboarding/Offboarding process for any joiner, leaver, or transfer requests.
• Maintain IT standards and policies, including software deployment of licensed applications.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed