End User Support Senior Specialist

cbh; United States; Remote; USD 60,000 - 88,000; Full time

Benefits offered by this job

Medical coverage

Dental & Vision

Disability Insurance

Life Insurance

Paid time off

Retirement plans

Paid care leave

Annual bonus

Professional development

Flexible work

Job summary

cbh is seeking an experienced technical support professional to deliver advanced end-user support across multiple US offices. You will own complex issues, collaborate with IT teams, and drive service improvements, user training, and technology adoption. Occasional travel to US offices is required.

Responsibilities include incident response, documentation, onboarding, and developing self-service resources. A strong focus on customer communication and stakeholder management is essential.

Qualifications

• Five+ years in end-user support or related technical training/ adoption work.
• Strong knowledge of Microsoft 365, Windows, IAM, VPN, networking, and enterprise apps.
• Experience handling escalations, incident response, SLAs, root-cause analysis, and process improvement.
• Clear communication with stakeholders, including senior leaders and priority users.

Responsibilities

• Resolve escalated issues across M365, Windows, access management, connectivity, endpoints, and business apps.
• Coordinate response to critical incidents, inform stakeholders, and collaborate with infrastructure, security, app and vendor teams.
• Investigate recurring problems, identify root causes, and improve support processes and service quality.
• Guide colleagues on troubleshooting and customer service; develop onboarding and training activities.
• Maintain technical docs, knowledge articles, user communications, and self-service resources.
• Support major technology changes, office transitions, and onsite readiness or events.

Skills

Microsoft 365

Windows OS

Identity & Access Management

VPN/Networking

End-user support

Incident response

Education

High school diploma

Tools

JIRA

Ticketing systems

Job description

Role overview

Provide advanced technical support to employees across a multi-office organization, taking ownership of complex issues and high-impact incidents. The role combines hands-on troubleshooting with service improvement, user training, and technology adoption work, and includes occasional travel to U.S. offices.

Responsibilities

• Resolve escalated issues across Microsoft 365, Windows, access management, connectivity, endpoints, and business applications.
• Coordinate response to critical incidents, keep stakeholders informed, and work with infrastructure, security, application, and vendor teams.
• Investigate recurring problems, identify root causes, and improve support processes and service quality.
• Guide colleagues on troubleshooting and customer service practices; develop onboarding, training, and technology adoption activities.
• Maintain technical documentation, knowledge articles, user communications, and self-service resources.
• Support major technology changes, office transitions, and onsite readiness, training, or event needs.

Requirements

• High school diploma and at least five years of progressive experience in end-user support or related technical training, documentation, or adoption work.
• Strong knowledge of Microsoft 365, Windows, identity and access management, VPN, networking, endpoints, and enterprise applications.
• Experience handling complex issues, escalations, incident response, service levels, root-cause analysis, and process improvement.
• Clear customer communication and stakeholder skills, including support for senior leaders and priority users.
• Ability to create training and knowledge materials, coordinate projects, mentor colleagues, and manage competing priorities.
• Familiarity with IT service management and ticketing platforms; JIRA is preferred. Able to travel to U.S. offices as needed.

Benefits and work setup

The listing describes a comprehensive benefits package that includes medical, dental and vision coverage, disability and life insurance, paid time off, retirement plans, paid care leave, and a possible annual bonus.

It also highlights professional development and flexibility.

The stated salary range is $59,600–$87,500; individual pay depends on factors including experience, skills, education, and location.

Candidates must be eligible to work in the United States; work sponsorship is not provided.