Senior IT Service Operations Engineer

Senior IT Service Operations Engineer

Apply locations Irvine posted on Posted 8 Days Ago job requisition id JR866

Check all associated application documentation thoroughly before clicking on the apply button at the bottom of this description.

Digital connectivity for everyone. Shape it today.

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. It is the lynchpin of day-to-day tech plugging into each of the IT practices within Group IT (Workplace Tech – WPT, Global Platforms, Cyber, Architecture). The team are responsible for all incoming tickets and small requests, functioning within an ITIL defined framework.

Within the Global IT Service Operations team, you will have three key areas of responsibility :

Complex incident resolution :

You will be responsible for resolving incidents working closely with our internal IT stakeholders across the organization to fulfill a range of support duties for internal users, which will include dealing with complex queries, hardware and software issues, providing more complex technical fixes and referring the most challenging of incidents to other support teams if appropriate.

Support to IT Service Operations engineers :

As a secondary responsibility, you will also support the IT Service Operations engineers when required, for example during periods of peak demand, sickness or holiday, acting as the first point of contact for incoming tickets – both incident and small request (IMAC) related.

Project Delivery :

Providing technical expertise to global projects both IT and OT as requested following resource request approval and scheduling.

One of the key mantras of IT service is continual improvement, and part of your role will be to be on the lookout for areas of improvement, identifying repetitive simple tasks that could be automated – discussing these initiatives with the Head of IT Service Management and progressing with the relevant practice teams. The direct exposure to incidents and valuable understanding coupled with the requests made by the colleagues can also highlight potential training or knowledge improvement needs, for example by hosting small forums to capture feedback.

What you’ll be doing

Day to day you will :

• Assist with troubleshooting and resolve the more complex issues that have been escalated, whilst maintaining an accurate task record in ServiceNow.
• 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 familiarization 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.

What you’ll bring

Are you someone who enjoys engaging with a variety of stakeholders, working with vendors and partners? If you have the following experience, we would love to hear from you :

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 :

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. What makes 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.

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Salary : $85,000 - $95,000