Boldyn Networks
IT Service Operations Engineer & Coordinator
Boldyn Networks, Irvine, California, United States, 92713
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 membersSupport global processes and ensuring consistency across the teamEnsure a daily focus on ticket approach through daily stand upsFlag priority items/trends/issues in daily standups to ensure team awarenessMonitor aged cases and champion resolution to ensure that SLA's are metTo 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 ServiceNowKeep users updated as to the progress of their issuesPerform remote deskside support to users primarily based in EuropeManage user expectations and ensure all tickets are dealt with according to defined SLA's, ensuring expectations are met and where possible exceededAssist with problem management resolution, where needed, across all endpointsUndertake user creation and termination tasks in Active Directory, Azure AD, and IdentityNowSupport Operating systems, M365 and software updatesEnsure that correct and safe procedures are used during the preparation and setting up of equipment.Provide induction onboarding and familiarisation sessions to new usersTrack regular desktop restarts and ensure devices are regularly restarted to apply updates, creating reporting for managementManage and Support desktop & laptop deployments and regular security updates via deployment tools and ensure prior testing is completedEscalate deployment issues to the relevant practice team to allow enhancement/development of the gold buildProvide support of user mailboxes, OneDrive, Teams and SharePoint directoriesUndertake desk, PC, monitor and meeting room moves & adjustments ensuring that all London desks remain fully equippedManage mobile phone deployment and management (MDM).Assist in the procurement process and keep Asset records up to date for all workstation, printer and mobile devicesProvide support to tech projects where your skillset is requiredIdentify areas of potential service improvement to support the Continual Service Improvement strategyTo build good working relationships across all levels of the business.Provide support to tech projects where your skillset is requiredIdentify areas of potential service improvement to support the Continual Service Improvement strategyWhat 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 experienceStrong experience in Windows 10 and 11 environment supportIncident and request management experienceComplex issue resolution in an M365 environmentUnderstanding of Cloud technologies, platforms, SAAS, PAAS and IAASPrevious Level 2 or infrastructure engineer experienceKnowledge of End-user device management practicesMicrosoft Endpoint Manager, Intune, and AutopilotEnd-user device hardware support (PC, Mac, mobile)ITIL based incident, problem and change managementAbout 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 yearAnnual Bonus: 10%Thousands of LinkedIn Learning coursesFlexible working opportunitiesCompetitive benefit packagesParental leave with up to 20 weeks paid at full salaryVacation starting at 15 days increasing with length of service10 days paid sick leave4 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.
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 membersSupport global processes and ensuring consistency across the teamEnsure a daily focus on ticket approach through daily stand upsFlag priority items/trends/issues in daily standups to ensure team awarenessMonitor aged cases and champion resolution to ensure that SLA's are metTo 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 ServiceNowKeep users updated as to the progress of their issuesPerform remote deskside support to users primarily based in EuropeManage user expectations and ensure all tickets are dealt with according to defined SLA's, ensuring expectations are met and where possible exceededAssist with problem management resolution, where needed, across all endpointsUndertake user creation and termination tasks in Active Directory, Azure AD, and IdentityNowSupport Operating systems, M365 and software updatesEnsure that correct and safe procedures are used during the preparation and setting up of equipment.Provide induction onboarding and familiarisation sessions to new usersTrack regular desktop restarts and ensure devices are regularly restarted to apply updates, creating reporting for managementManage and Support desktop & laptop deployments and regular security updates via deployment tools and ensure prior testing is completedEscalate deployment issues to the relevant practice team to allow enhancement/development of the gold buildProvide support of user mailboxes, OneDrive, Teams and SharePoint directoriesUndertake desk, PC, monitor and meeting room moves & adjustments ensuring that all London desks remain fully equippedManage mobile phone deployment and management (MDM).Assist in the procurement process and keep Asset records up to date for all workstation, printer and mobile devicesProvide support to tech projects where your skillset is requiredIdentify areas of potential service improvement to support the Continual Service Improvement strategyTo build good working relationships across all levels of the business.Provide support to tech projects where your skillset is requiredIdentify areas of potential service improvement to support the Continual Service Improvement strategyWhat 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 experienceStrong experience in Windows 10 and 11 environment supportIncident and request management experienceComplex issue resolution in an M365 environmentUnderstanding of Cloud technologies, platforms, SAAS, PAAS and IAASPrevious Level 2 or infrastructure engineer experienceKnowledge of End-user device management practicesMicrosoft Endpoint Manager, Intune, and AutopilotEnd-user device hardware support (PC, Mac, mobile)ITIL based incident, problem and change managementAbout 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 yearAnnual Bonus: 10%Thousands of LinkedIn Learning coursesFlexible working opportunitiesCompetitive benefit packagesParental leave with up to 20 weeks paid at full salaryVacation starting at 15 days increasing with length of service10 days paid sick leave4 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.