IT Support Engineer

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 San Francisco 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 Director of 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 Briefing Center, 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

• 2+ years of experience in hands-on technical roles in the field

• Administration experience with Windows and Mac client systems

• Experience delivering world class Executive support to Senior leadership 

• Strong analytical skills for reporting and root-cause analysis

• 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

• Highly organized and must have excellent oral and written communication skills

• Vendor management experience interacting with and managing relationships with IT hardware and software vendors