Senior Endpoint Technician

Job Description

Senior Endpoint TechnicianIT, InfoSec, Cyber Risk & Business Operations | Seattle, WA

This position is not eligible for employment in the following states: Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming

Our agreement with employees
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.

The teamOur IT, InfoSec, Cyber Risk & Business Ops team - is in the business of trust and reliability. We create, maintain and operate scalable technology and data solutions that deliver an exceptional experience for our internal & external customers. We embrace Agile principles and values, favor DevOps practices, and view infrastructure as code, all while we create an infrastructure that scales and supports our growth and ambitious vision. This requires a smart, highly collaborative team who can identify, investigate, and implement new technologies to continue securely scaling our global business.

This position
The Senior Endpoint Technician will help transform/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 Services Lead will primarily interact with IT support staff, various infrastructure, security and operations teams to bring solutions into day-to-day service delivery of End User Services.

This position is an individual contributor reporting to the Senior Manager of End User Services and is designated In-Office.

Responsibilities

• Understand and develop workflows to be handed off to Tier 1 and Tier 2 Support Teams
• Perform systems analyst activities and makes recommendations in areas that require a high level of technical competency
• Provide technical direction and supervision to junior staff members in the development and implementation of systems or in problem solving
• Have a passion for writing and maintaining documentation for technical and non-technical audiences
• Act as an escalation point within the team for complicated technical issues
• Work with HR and Talent Development teams to influence and drive execution of new hire processes and deliver unforgettable onboarding experiences
• Perform other related duties as assigned

Basic qualifications

• Bachelor’s Degree in Computer Science or Equivalent Experience
• Minimum of 8 years of experience in IT Operations
• Experience with Incident Management process end to end

Preferred qualifications

• Organized with excellent oral and written communication skills
• Analytical skills for reporting and root-cause analysis
• Familiarity in complex enterprise application environment with integrations and customizations to support multiple business processes
• Knowledge and experience in high scale, highly available (99.99+) systems
• Excellent problem-solving skills and willingness and ability to rapidly learn new technologies and tool sets
• Strong team player but also able to work independently with minimal supervision
• Ability to multi-task and scale quickly in a fast-paced environment

About us
DocuSign helps organizations connect and automate how they prepare, sign, act on, and manage agreements. As part of the DocuSign Agreement Cloud, DocuSign offers eSignature: the world's #1 way to sign electronically on practically any device, from almost anywhere, at any time. Today, over a million customers and hundreds of millions of users in over 180 countries use DocuSign to accelerate the process of doing business and simplify people's lives. And we help save the world’s forests and embrace environmental sustainability.

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.

Accommodations
DocuSign provides reasonable accommodations for qualified individuals with disabilities in job application procedures, including if you have any difficulty using our online system. If you need such an accommodation, you may contact us at [email protected].

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