IT Support Engineer

Docusign • San Francisco, CA

3d • $40 - $58 • Hybrid

About The Position

We’re looking for an IT Support Engineer to join our team, working out of our San Francisco office and servicing our employees. The IT Support Engineer is dedicated to meeting the expectations and requirements of internal customers, delivering IT services, acting with customers in mind, establishing and maintaining effective relationships with customers and gaining their trust and respect. They will influence and assist in transitioning manual workflows and processes onto semi/fully automated self-service platforms for common IT end-user requests.
This position is an individual contributor role reporting to the Director of IT Operations.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or related field
• 2+ years of experience in hands-on technical roles in the field
• Administration experience with Windows and Mac client systems
• Experience delivering world class Executive support to Senior leadership
• Strong analytical skills for reporting and root-cause analysis
• Experience with AV support and troubleshooting
• Experience leading office relocations, commissioning and decommissioning of locations and work spaces

Nice To Haves

• Highly organized and excellent oral and written communication skills
• Strong troubleshooting and problem-solving skills, resiliency in the face of continual change, and ability to handle high demands
• Must be able to work a flexible schedule, including overtime and after-hours work
• Excellent problem-solving skills and willingness and ability to rapidly learn new technologies and toolsets
• Good operational understanding of Azure AD, Okta, ServiceNow, JIRA and Confluence
• Strong team player but also able to work independently with minimal supervision
• Ability to multi-task and scale quickly in a fast-paced environment
• Highly organized and must have excellent oral and written communication skills
• Vendor management experience interacting with and managing relationships with IT hardware and software vendors
• Innovative skills and self-confidence needed
• Interest in the way organizational processes work
• Availability to travel on a periodic basis
• ITIL certifications

Responsibilities

• Provide technical support to end users, with a focus on VIPs and Senior Executives, resolving hardware, software, and network issues in a timely manner, and managing associated ticket queues
• Support Executive meetings in our Executive Briefing Center, utilizing your expertise in AV support
• Collaborate with cross-functional teams to identify and execute opportunities for automation and process improvement in IT services and workplace technology
• Onboard new employees, including setup of systems and delivering training on workplace technology
• Create documentation and training materials to support end users and internal IT teams, contributing to policies and procedures across the company, especially regarding workplace technology and office/real estate changes
• Stay current with industry trends and best practices in IT automation, support, and workplace technology, recommending innovative solutions to enhance efficiency and productivity
• Act as a lead in partnership with our Workplace Technology Team
• Liaise between the IT and Network teams to support office upgrades, switch changes, and office buildouts , and office decommissioning activities

Benefits

• Bonus: Sales personnel are eligible for variable incentive pay dependent on their achievement of pre-established sales goals. Non-Sales roles are eligible for a company bonus plan, which is calculated as a percentage of eligible wages and dependent on company performance.
• Paid Time Off: earned time off, as well as paid company holidays based on region
• Paid Parental Leave: take up to six months off with your child after birth, adoption or foster care placement
• Full Health Benefits Plans: options for 100% employer paid and minimum employee contribution health plans from day one of employment
• Retirement Plans: select retirement and pension programs with potential for employer contributions
• Learning and Development: options for coaching, online courses and education reimbursements
• Compassionate Care Leave: paid time off following the loss of a loved one and other life-changing events

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees