Senior End User Support II

About the role

We are looking for a tech‑savvy, customer‑focused Senior End User Support professional to join our IT team. You will provide hands‑on and remote technical assistance to staff, contractors, and Board members, ensuring a secure and productive environment across office and remote settings.

Key responsibilities

• Provide expert troubleshooting for escalated hardware, software, and system issues on MacOS, Windows, mobile devices, and enterprise applications.
• Lead resolution of high‑impact incidents, collaborating with infrastructure, security, and application teams as well as external vendors.
• Support VIP users, including Board members and executives, and act as a remote extension for infrastructure and network teams.
• Manage the Joiner‑Mover‑Leaver (JML) lifecycle, coordinate with HR and security, and enforce IT policies and compliance.
• Administer and support collaboration tools such as Microsoft 365, Zoom, Slack, and Google Workspace; train users and promote security best practices.
• Lead end‑user projects like hardware refreshes, rollouts, and training initiatives.
• Provide on‑site and remote support for conference rooms, AV systems, and hybrid meeting environments.
• Deploy, maintain, and track desktops, laptops, printers, and mobile devices throughout their lifecycle.
• Mentor junior staff, act as an escalation point, and participate in on‑call rotations.

Required profile

• Advanced expertise in MacOS, Windows, mobile operating systems, and productivity suites (Microsoft 365, Google Workspace).
• Experience with conferencing platforms such as Zoom and Microsoft Teams.
• Strong knowledge of ITSM tools and ticket lifecycle management.
• Excellent troubleshooting skills for hardware, software, VPN, and peripherals.
• Understanding of identity and access management (IAM), multi‑factor authentication (MFA), and endpoint security.
• Ability to collaborate with cross‑functional teams and mentor junior colleagues.

Required skills

• MacOS
• Windows
• iOS / Android
• Microsoft 365
• Google Workspace
• Zoom
• Microsoft Teams
• ITSM tools (e.g., ServiceNow)
• VPN configuration
• IAM & MFA
• Endpoint security
• AV systems & conference room technology
• Hardware troubleshooting
• Asset management