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IT Support Engineer

LocationUS-Seattle-3rd, United States

Work modehybrid

Typefull-time

DepartmentIT Infrastructure & Operations

Company size10,000+ people

First seen2d ago

Last seen2d ago

About the company

Company Overview Docusign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate the process of doing business and simplify people’s lives. With intelligent agreement management, Docusign unleashes business-critical data that is trapped inside of documents. Until now, these were disconnected from business systems of record, costing businesses time, money, and opportunity. Using Docusign’s Intelligent Agreement Management platform, companies can create, commit, and manage agreements with solutions created by the #1 company in e-signature and contract lifecycle management (CLM). What you’ll do We’re looking for an IT Support Engineer to join our team, working out of our Seattle 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 Senior Manager, AMER IT Operations. Responsibility 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 meeting spaces, 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 Job Designation Hybrid: Employee divides their time between in-office and remote work. Access to an office location is required. (Frequency: Minimum 2 days per week; may vary by team but will be weekly in-office expectation) Positions at Docusign are assigned a job designation of either In Office, Hybrid or Remote and are specific to the role/job. Preferred job designations are not guaranteed when changing positions within Docusign. Docusign reserves the right to change a position’s job designation depending on business needs and as permitted by local law. What you bring Basic Bachelor’s degree in Computer Science, Information Technology, or related field Experience with Windows and Mac client systems administration Experience delivering world class Executive support to Senior leadership Experience with AV support and troubleshooting Experience leading office relocations, commissioning and decommissioning of locations and work spaces Preferred 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 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 Strong analytical skills for reporting and root-cause analysis Wage Transparency Pay for this position is based on a number of factors including geographic location and may vary depending on job-related knowledge, skills, and experience. Based on applicable legislation, the below details pay ranges in the following locations: Washington, : $34.90/hour - $48.38/hour This role is also eligible for the following: 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. Global benefits provide options for the following: 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 Work Authorization Notice: Please note that we do not provide visa sponsorship or immigration support for this position. Applicants must already be authorized to work in the United States on a full-time, permanent basis without the need for current or future sponsorship. Life at Docusign Working here Docusign is committed to building trust and making the world more agreeable for our employees, customers and the communities in which we live and work. You can count on us to listen, be honest, and try our best to do what’s right, every day. At Docusign, everything is equal. We each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life. Best of all, you will be able to feel deep pride in the work you do, because your contribution helps us make the world better than we found it. And for that, you’ll be loved by us, our customers, and the world in which we live. Accommodation Docusign is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need such an accommodation, or a religious accommodation, during the application process, please contact us at [email protected]. If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at [email protected] for assistance. Applicant and Candidate Privacy Notice States Not Eligible for Employment This position is not eligible for employment in the following states: Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming. Equal Opportunity Employer It’s important to us that we build a talented team that is as diverse as our customers and where all employees feel a deep sense of belonging and thrive. We encourage great talent who bring a range of perspectives to apply for our open positions. Docusign is an Equal Opportunity Employer and makes hiring decisions based on experience, skill, aptitude and a can-do approach. We will not discriminate based on race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, or any other legally protected category. EEO Know Your Rights poster #LI-Hybrid #LI-PM3

Requirements

Basic Bachelor’s degree in Computer Science, Information Technology, or related field Experience with Windows and Mac client systems administration Experience delivering world class Executive support to Senior leadership Experience with AV support and troubleshooting Experience leading office relocations, commissioning and decommissioning of locations and work spaces Preferred 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 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 Strong analytical skills for reporting and root-cause analysis

About the role

We’re looking for an IT Support Engineer to join our team, working out of our Seattle 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 Senior Manager, AMER IT Operations. Responsibility 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 meeting spaces, 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

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