Sr. Specialist, End User Support
Franchise World Headquarters, LLC
Position Overview
The Sr. Specialist, End User Support delivers high-level customer support to enterprise users, helping them remain efficient and productive when using everyday technology to accomplish business objectives. This role is responsible for day-to-day analysis, troubleshooting, and evaluation of technology requests and issues across hardware and software through various support channels - in person, via support tickets, telephone, or webchat. Reporting to the Manager, End User & Experience Support, this role also coaches support analysts on new technology being implemented and provides training as needed to support the environment.
Responsibilities
• Perform and maintain Azure environments, including Azure tenant administration, deployment creation, Virtual Machine policy creation, Virtual Machine design and workflow, and creation/modification of Windows Azure/Zero Touch deployments.
• Create and maintain PowerShell scripts to support day-to-day advancements in desktop environments.
• Field incoming problem/request tickets from end users; perform hands-on or remote troubleshooting to resolve hardware and software issues; provide urgent support as needed.
• Monitor the performance of desktop infrastructure, analyze feedback results, and make recommendations to support ongoing process improvement.
• Conduct regular analysis of technology and market trends to determine their potential impact on employee experience and enterprise technology offerings.
• Coach support specialists on new enterprise software and IT regulations; ensure proper processes and documentation are maintained.
• Provide support to other areas of Employee Experience, broader Technology teams, and/or projects as assigned.
• Ensure all employee experience services and their accompanying communication and learning plans are available in local languages globally.
Qualifications
• Proven technical expertise in Azure AD, Intune Administrator, Active Directory, PowerShell, and virtual disk frame setup; ability to understand and apply new technology quickly.
• Excellent written and verbal communication skills; ability to present ideas and facilitate discussions to build consensus.
• Demonstrated ability to proactively identify improvement opportunities, develop innovative solutions, and initiate change.
• Excellent problem-solving and critical thinking skills.
• Ability to coach and influence without direct authority.
• Organized, resourceful, and self-directed.
• Bachelor's degree in Business Administration, Information Systems, or a related field.
• 2-6 years of relevant experience in end user support or a related technology role.
Preferred Qualifications
• ITIL v4 Foundations certification.
• M365 certification.
What do we offer?
• Insurance Plans (Medical, Life)
• Pension/401K/RSP (country specific)
• Competitive Bonus
• Mobility Allowance
• Tuition Reimbursement
• Company Holidays
• Volunteering time
• And More.....
Compensation: The base pay range for this role is $77,100-$96,400 annually
Pay within this range will be determined in good faith based on job-related
factors, which may include skills, experience, education/training, location,
and internal equity.
