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Sr. IT Service Operations Engineer
About the role
The Global IT Service Operations team is the front door to IT for Boldyn Networks users around the globe and are the custodians of delivering value to the business. It is the lynchpin of day-to-day tech plugging into each of the IT practices within Group IT (Workplace Tech – WPT, Global Platforms, Cyber, Architecture). The team is responsible for all incoming tickets and small requests, functioning within an ITIL defined framework.
Within the Global IT Service Operations team, you will have three key areas of responsibility:
- Complex incident resolution: You will be responsible for resolving incidents working closely with our internal IT stakeholders across the organisation to fulfill a range of support duties for internal users, including dealing with complex queries, hardware and software issues, providing more complex technical fixes and referring the most challenging incidents to other support teams if appropriate.
- Support to IT Service Operations engineers: As a secondary responsibility, you will also support the IT Service Operations engineers when required, acting as the first point of contact for incoming tickets – both incident and small request (IMAC) related.
- Project Delivery: Providing technical expertise to global projects both IT and OT as requested following resource request approval and scheduling.
One of the key mantras of IT service is continual improvement, and part of your role will be to be on the lookout for areas of improvement, identifying repetitive simple tasks that could be automated – discussing these initiatives with the Head of IT Service Management and progressing with the relevant practice teams. The direct exposure to incidents and valuable understanding coupled with the requests made by the colleagues can also highlight potential training or knowledge improvement needs.
What you’ll be doing
Day to day you will:
- Assist with troubleshooting and resolve the more complex issues that have been escalated, whilst maintaining an accurate task record in ServiceNow.
- Be the 1st point of contact for user queries, faults and requests ensuring that correct engagement routes are followed, and all incidents and requests are recorded in ServiceNow.
- Keep users updated as to the progress of their issues.
- Perform remote deskside support to users primarily based in Europe.
- Manage user expectations and ensure all tickets are dealt with according to defined SLA’s.
- Assist with problem management resolution, where needed, across all endpoints.
- Undertake user creation and termination tasks in Active Directory, Azure AD, and IdentityNow.
- Support Operating systems, M365 and software updates.
- Ensure that correct and safe procedures are used during the preparation and setting up of equipment.
- Provide induction onboarding and familiarization sessions to new users.
- Track regular desktop restarts and ensure devices are regularly restarted to apply updates, creating reporting for management.
- Manage and Support desktop & laptop deployments and regular security updates via deployment tools.
- Escalate deployment issues to the relevant practice team to allow enhancement/development of the gold build.
- Provide support of user mailboxes, OneDrive, Teams and SharePoint directories.
- Undertake desk, PC, monitor and meeting room moves & adjustments.
- Manage mobile phone deployment and management (MDM).
- Assist in the procurement process and keep Asset records up to date for all workstation, printer and mobile devices.
- Provide support to tech projects where your skillset is required.
- Identify areas of potential service improvement to support the Continual Service Improvement strategy.
What you’ll bring
Are you someone who enjoys engaging with a variety of stakeholders and you want to join a growing business? If you have the following experience, we would love to hear from you:
- Strong experience in Windows 10 and 11 environment support.
- Incident and request management experience.
- Complex issue resolution in an M365 environment.
- Understanding of Cloud technologies, platforms, SAAS, PAAS and IAAS.
- Previous Level 2 or infrastructure engineer experience.
- Knowledge of End-user device management practices.
- Microsoft Endpoint Manager, Intune, and Autopilot.
- End-user device hardware support (PC, Mac, mobile).
- ITIL based incident, problem and change management.
About us
At Boldyn Networks, we’re reimagining the future of interconnectivity. Our network solutions are solving some of tomorrow’s greatest challenges. We are one team across the globe. Always listening. Learning. We value different perspectives and challenge each other to be our best.
Why work with us?
We’re large enough to deliver and maintain large-scale operations, giving you the opportunity to work on exciting projects and expand your skills. You’ll be surrounded by talented colleagues who thrive on solving problems, just like you.
We also offer:
- Salary: $85,000 - $95,000.
- Annual Bonus: 5%.
- Thousands of LinkedIn Learning courses.
- Parental leave with up to 20 weeks paid at full salary.
- 4 days off each year to volunteer.
- Vacation starting at 15 days increasing with length of service.
- 10 days paid sick leave.
Ready to apply?
Are you ready to create an impact that will last for generations? Join us at Boldyn Networks today. Hit apply and follow the instructions to get started.
Diversity recognises the ways we differ. Our backgrounds, perspectives and experiences. What makes us unique. And it’s important to us, to our future.
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