IT Service Operations Engineer

4 weeks ago

Irvine, California, United States Boldyn Networks Full time
About the Role

The Global IT Service Operations team is the front door to IT for Boldyn Networks users around the globe. As an IT Service Operations Engineer, you will be responsible for all incoming tickets and small requests functioning within an ITIL defined framework.

Key Responsibilities
  • Allocate tickets to team members based on skillsets and availability while considering growth opportunities for team members
  • Support global processes and ensuring consistency across the team
  • Ensure a daily focus on ticket approach through daily stand ups
  • Flag priority items/trends/issues in daily standups to ensure team awareness
  • Monitor aged cases and champion resolution to ensure that SLA's are met
  • Provide support to users, 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, ensuring expectations are met and where possible exceeded
  • 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 familiarisation 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 and ensure prior testing is completed
  • 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 ensuring that all London desks remain fully equipped
  • 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
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. Here, you can change lives today and create a better tomorrow.

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
  • Together, you'll make your mark on projects that matter and find new strengths along the way

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