End User Technology Engineer

DocuSign
Job LocationUS

Location: Seattle, WA

Description:

he End User Technology Engineer will help transform and influence the team responsible for delivering world-class support and service to DocuSign employees. This role will strongly influence the evolution of workflows and processes into a fully automated self-service platform for common IT end user requests. The End User Technology Engineer will primarily interact with IT support staff as well as various infrastructure, security and operations teams to bring solutions into day-to-day service delivery of End User Services.

Responsibilities:

  • Work with Global IT staff members to analyze and resolve problems associated with technical issues
  • Provide operations support including account management, workflow, log analysis, troubleshooting and service optimization
  • Act as an escalation point within the team for complicated technical issues
  • Assist in development, documentation, and implementation of standard operating procedures and customer service guidelines
  • Perform systems analyst activities and make recommendations in areas that require a high level of technical competency
  • Participate actively as a global IT member and participate on global projects when needed
  • Provide technical direction and supervision to junior staff members in the development and implementation of systems or in problem solving
  • Assume greater leadership role, utilizing broader knowledge and high level technical skills
  • Assist in developing user documentation and departmental policies and procedures that impact the use of systems and services
  • Provide after hours on call support in addition to being on a rotation schedule with other staff members
  • Perform analysis, installation, maintenance and upgrade of Windows and Mac based OS and client side applications
  • Support local DocuSign offices via Help Desk ticketing system and understand when to escalate priority issues
  • Document in a clear manner all actions performed to resolve the service request in the IT Service Management System
  • Respond to incoming IT Service Requests via phone, email, self-service, or walk up requests
  • Perform other related duties as assigned

Qualifications:

  • Bachelor’s degree in Computer Science, Information Technology, or a related field or equivalent work experience
  • 2+ years of relevant experience
  • Experience automating tasks and workflows
  • Experience with scripting and automation using PowerShell, Bash, Python, or equivalent tools
  • ITIL Foundations certification, Practitioner certification, or equivalent in experience with the ITIL framework
  • Experience with JAMF/Intune endpoint management software, PowerShell or any other language scripting, Google Workspace management and support, ServiceNow or similar ticketing system, AWS
  • Experience in project management, delivering complex IT projects on time and within budget