IT Service Operations Engineer

1 week ago

Irvine, California, United States Boldyn Networks Full time

About the Role
As an IT Service Operations Engineer at Boldyn Networks, you will be part of the front door to IT for users around the globe. You will be responsible for all incoming tickets and small requests functioning within an ITIL defined framework. Based in our modern Irvine office, you will be at the heart of digital connectivity.

Responsibilities
As part of the Global IT Service Operations team, you will have three areas of focus: Complex incident resolution, supporting IT Service Operations Engineers, and Project Delivery. Your day-to-day tasks will involve:

  • Allocate tickets to team members based on skillsets and availability while considering growth opportunities for team members
  • Support global processes and ensure 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
  • 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, 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
  • Build good working relationships across all levels of the business

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