Senior End-User Support & IT Training 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

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.