Senior Technical Support Engineer

The Senior Technical Support Engineer role will sit in the IT Governance and Outsourcing team and will be responsible for providing One on One Consulting services to our clients, enabling technology for new offices and for managing software distribution across devices and events technology management & support. This role will support joined initiatives with IT Security and IT Operations and will have elevated privileges. This role will also coach technical support specialists and will act as the second level of support. This role relies on maintaining collegial relationships within IT and external to IT.

Key responsibilities

As the Senior Technical Support Engineer, your key responsibilities are as follows:

• Provide Customer Support and conduct daily operational activities during business hours and after hours when necessary
• Provide Education and training for business applications to our users in groups and 1:1
• Identify and Document workflows and technical solutions for internal KB purposes
• Perform research and troubleshooting for more complex issues and introduce process and procedure improvements when applicable
• Review data insights from operational activities, technology usage and future trends
• Enable and support computing technology for new offices around the globe
• Support Audio Video infrastructure for our conference rooms along with Events technology management and support
• Provision devices to users
• Support printers, scanners, monitors, and other computing peripherals
• Provide ongoing monitoring of IT production systems including identification, resolution, and escalation to proper individuals
• Monitor incident trends and anticipate potential problems for proactive resolution
• Manage projects that that introduce improvements to process and procedures and support the global user base
• Manage IT vendors and contracts
• Support IT Security and IT Operations team in configuring security and other infrastructure settings for various IT systems
• Support strategy initiatives and change management program that introduces improvements to process and procedures and support the global user base
• Break silos by building communications and process for interacting with subject matter experts within IT

People Responsibilities (Total Team/DRs)

No

Key metrics

• Vendor Management: Evaluate the performance of external vendors providing application support and outsourcing services. Measure vendor response times, resolution effectiveness, and adherence to service level agreements.
• Incident and Problem Resolution: Measure the team's ability to effectively and timely resolve application-related incidents and problems. Track the number of incidents resolved, mean time to resolve, and the success rate of problem resolutions.
• Customer Satisfaction: Monitor and measure customer satisfaction levels through surveys, feedback, and other means. Track customer satisfaction scores and strive for continuous improvement in service delivery.
• Monitor and report on the uptime and availability of critical applications. Measure the percentage of uptime against agreed service level agreements and strive for continuous improvement.
• Measure the effectiveness of problem management processes by tracking the number and severity of escalated issues. Monitor the timely resolution of problems and the implementation of preventive measures.
• Evaluate the effectiveness of knowledge sharing and documentation processes. Measure the quality and completeness of knowledge base articles, user guides, and application support documentation.

Key internal relationships

IT Security, IT Infrastructure, P&C, RE&F, Legal, Communications, Global Security, and all other IT customers

Key external relationships

IT Vendors

The ideal candidate

Essential

• Bachelor’s degree in technology or a relevant field or equivalent combination of education and experience
• Technology Support and Knowledge Management/Training expertise
• 10+ years of relevant experience in IT support in a complex global organization with an elevated IT Security profile
• Working knowledge of Open Society software and hardware
• Experience providing excellent customer support while working with IT Security, IT Infrastructure and Application support teams to troubleshoot issues and to introduce service/application improvements
• IT vendor management and project management experience
• Contract management experience

Languages

• An excellent knowledge of English
• Knowledge of other languages would be an asset

What we offer

• Exceptional opportunities to learn, grow, and make an impact; from a generous annual professional development allowance for every employee to onsite training and learning conversations with visiting experts.
• Excellent benefits and perks to promote well-being and a healthy work-life balance, including:
  • Generous time off and flexible work arrangements.
  • Employer-paid health insurance and dental plans for individuals and families (no employee contribution required).
  • Exceptional retirement savings plan (non-contributory for employees) and life insurance.
  • Progressive paid parental leave, reproductive and family planning support, and much more.
• A commitment to nurturing a diverse and inclusive workplace, so you can bring your whole self to work and make a positive impact.

Who we are

Open Society Foundations aim to establish vibrant and inclusive democracies where governments are accountable to their citizens. Our operating model organizes grantmaking around specific, time-limited projects, developed alongside support for established partners, enabling us to respond swiftly to emerging needs. We are committed to promoting human dignity, equality, and rights; reimagining democratic ideals and practice; and advancing equity in governance systems.

Guided by our founder’s values and the belief in the art of the possible, we engage directly with global entities, individuals, and policymakers through grants, advocacy, impact investing, and strategic human rights litigation to drive positive change. At the heart of our mission is a deep commitment to rights, equity, and justice, inspiring every action we take.

Additional information

Open Society Foundations is committed to building an inclusive workforce that reflects the communities we serve. We actively seek applications from talented individuals across all backgrounds, identities, and life experiences. Each candidate is evaluated solely on their unique qualifications without regard to race, age, sex, religion, ethnic origin, nationality, gender, sexual orientation, disability, pregnancy, or any other legally protected characteristics.

We are committed to providing reasonable accommodations for candidates with disabilities.