End User Services Engineer
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Job Summary
Owning the end-user experience, the full-time remote End User Services Engineer II will lead the shift to self-service support, build AI agents and automation for common requests, and serve as the senior escalation point for identity, access, and device issues.
Key Responsibilities
- Define and measure employee satisfaction, time to resolution, and effort for support services
- Design request catalogs and guided workflows to enable self-service for employees
- Coach and mentor front line Support Analysts to improve ticket resolution and service quality
Required Qualifications
- Experience in a senior support or end-user services role, preferably in a remote-first environment
- Hands-on knowledge of identity and access management and modern device management for macOS and Windows
- Proficiency in scripting (e.g., Python, Bash, or PowerShell) and working with APIs for IT automation
- Experience managing AI-assisted support tools and maintaining accurate knowledge bases
- Bachelor's degree or equivalent experience
Complete Job Description
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