customer support
Posted 2 hours agoSr. Specialist - On-site End User Support
at Ooon
Portland, United StatesHybrid
Responsibilities
- Identify recurring patterns in issues and collaborate with engineering/operations teams to implement permanent fixes.
- Author and maintain SOPs and technical documentation that empower L1 to resolve more issues on first contact, specifically around SaaS identity, access, and endpoint behaviors.
- Anticipate, plan, and provide hands-on technical support for in-person/hybrid events and support external partners for global Town Halls.
- responsibilities include but are not limited to the following:
Requirements
- You possess the patience to handle stressed users face-to-face, the foresight to anticipate event needs before they become issues, and the professional expertise to communicate complex technical concepts to non-technical leaders. Your Mission The key
- Experience with Logitech Rally Bar, Google CTL Chromebox for Meetings, and MacBook-based setups is a plus. Your Story
- Empathy & Communication : Exceptional face-to-face communication skills. A proven ability to de-escalate technical frustration with high empathy, patience, and professionalism.
- Global environment : Ability to work seamlessly with international teams across different time zones. Capacity to evaluate how local changes and support decisions affect the broader global ecosystem
- OS & Endpoint Mastery : Advanced administration of macOS in an enterprise environment. Strong
- experience with MDM deployment and policy troubleshooting.
- SaaS & Cloud Troubleshooting : Ability to isolate issues across the stack using developer tools and cloud-based logging.
- Identity & Access Management : Deep understanding of the JML (Joiner, Mover, Leaver) process, Google Workspace, Okta/SSO, and Role-Based Access Control (RBAC).
- Strong ability to troubleshoot MFA and conditional access gates.
- Hardware & A/V: Hands-on ability to diagnose and repair enterprise-grade laptops, peripherals, and modern conference room A/V ecosystems (e.g., Google Meet hardware, Zoom). ITSM Knowledge:
- Experience working within modern service management platforms (e.g., Jira Service Management) to track escalations and document RCAs. ITIL certification is a plus. Working environment
- While the company embraces flexible working conditions, this position is required to be on-site daily to manage the walk-in Tech Basecamp, provide immediate face-to-face support, and ensure flawless execution of critical in-person and hybrid A/V events
Benefits
- Provide premium, fast-tracked support for high-priority stakeholders and business leaders, focusing on application performance and seamless access.
Additional details
- Team: Security & Corporate Tech | Workspace Technology & Services | Service Management Location : Portland In Short
- Following the successful integration of our Global Service Desk (GSD) handling foundational Level 1 requests, we are elevating our on-site Tech presence.
- The On-Site End User Support Sr Specialist serves as the primary escalation point for the GSD and the face of Workspace Technology & Services in our offices.
- This role shifts away from high-volume, L1 ticket resolution.
- Instead, it is a proactive, problem-solving, and high-empathy role focused on complex technical challenges (Level 2+), seamless walk-in support, and flawless A/V event execution.
- You thrive on technical curiosity and prioritize the user experience, ensuring every team member leaves with a solution and a positive experience.
- While the L1 team follows the script, you write it .
- Elevated Walk-In & Escalation Management : Manage the on-site walk-in Tech Basecamp, providing high-touch, empathetic, and rapid face-to-face support.
- Act as the final point of resolution for complex hardware, software, and SaaS issues escalated by the GSD.
- Root Cause Analysis (RCA) & Proactive Solutions: Move beyond temporary workarounds.