What are the responsibilities and job description for the IT Service Operations Engineer & Coordinator position at GPCO201 Boldyn Networks Group Operations US LLC?
Digital Connectivity for Everyone. Shape it Today.
IT Service Operations Engineer & Coordinator
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. 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 heard of digital connectivity.
What you’ll be doing
As part of the Global IT Service Operations team you’ll have three areas of focus including Complex incident resolution, supporting IT Service Operations Engineers and Project Delivery. It’s a role with a lot of variety, and day-to-day, you’ll mainly be involved with:
- 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
- To 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
- To build good working relationships across all levels of the business.
- 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
Think you could make a difference here? We’re looking for someone who genuinely cares about the welfare of our team. You’ll want to make an impact from day one. With big ideas about how to improve our culture and the knowledge to get people on board. You will also have some of the following:
- 5 years of IT operations experience
- 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. 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.
We also offer:
- Salary: $85,000 - $90,000 per year
- Annual Bonus: 10%
- Thousands of LinkedIn Learning courses
- Flexible working opportunities
- Competitive benefit packages
- Parental leave with up to 20 weeks paid at full salary
- Vacation starting at 15 days increasing with length of service
- 10 days paid sick leave
- 4 days off each year to volunteer
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 recognizes the ways we differ. Our backgrounds, perspectives and experiences are what make us unique. And it’s important to us, to our future. To build a workforce that’s representative of the societies we serve. So that we can listen, learn, and understand how to solve our customers’ problems in the smartest ways possible.
We are looking for passionate people from a range of backgrounds and welcome applications from any race, age, gender, background, or religion.
Salary : $85,000 - $90,000