IT Service Operations Engineer & Coordinator

$85,000 - $90,000/Yr

Boldyn Networks - Irvine, CA

Full-time - Mid Level

Irvine, CA

501-1,000 employees

About the position

The IT Service Operations Engineer & Coordinator role at Boldyn Networks is a pivotal position within the Global IT Service Operations team, responsible for managing IT service requests and incidents in an ITIL-defined framework. This role focuses on complex incident resolution, supporting IT Service Operations Engineers, and ensuring effective project delivery, all while enhancing digital connectivity for users globally.

Responsibilities

• 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 stand-ups to ensure team awareness
• Monitor aged cases and champion resolution to ensure that SLAs are met
• Act as the first point of contact for user queries, faults, and requests, ensuring correct engagement routes are followed and all incidents and requests are recorded in ServiceNow
• Keep users updated on 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 SLAs, ensuring expectations are met and possibly exceeded
• Assist with problem management resolution across all endpoints as needed
• 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 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 for user mailboxes, OneDrive, Teams, and Point 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, server, 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

Requirements

• 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
• Experience with Microsoft Endpoint Manager, Intune, and Autopilot
• End-user device hardware support (PC, Mac, mobile)
• ITIL based incident, problem, and change management

Nice-to-haves

• Experience in a global IT service environment
• Familiarity with ServiceNow or similar ITSM tools
• Strong communication and interpersonal skills
• Ability to work in a fast-paced environment

Benefits

• Salary: $85,000 - $90,000 per year
• Annual Bonus: 10%
• Thousands of 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