Engineer – Enterprise Technology Support

Boldyn Networks•Irvine, CA

6d•Hybrid

About The Position

The Engineer within Enterprise Technology Support is a primary point of contact for Global Digital & Tech services, resolving incidents and fulfilling service requests for colleagues across Boldyn Networks. Based in the Irvine office on a hybrid basis, the role combines hands-on troubleshooting, accurate ticket management, clear communication, and thoughtful escalation to deliver consistent support across the full service lifecycle. The role owns day-to-day support and contributes to global service delivery. It supports standard and moderately complex hardware, software, operating system, and end-user device issues across office-based and remote teams, including locations without dedicated on-site support. The position also supports workstation, meeting-room, and audiovisual technology, provides first-line network triage, contributes to incident and problem management, and assists with updates and approved projects. The Engineer collaborates with Global Digital & Tech teams, vendors, and partners, maintains clear ServiceNow records, keeps colleagues informed in line with SLAs and procedures, and identifies opportunities to improve processes, documentation, and service delivery.

Requirements

Previous experience in a Level 1 support, service desk, desktop support, or IT Engineer role.
Experience managing incidents and service requests in a structured support environment.
Intermediate experience with Microsoft 365 administration, Microsoft Intune, and Autopilot.
Experience supporting end-user hardware across PCs, Macs, and mobile devices.
Intermediate to advanced knowledge of Windows, macOS, iOS, and Android operating systems.
Working knowledge of Microsoft SCCM, virtual desktop environments, Microsoft Entra ID/Azure Active Directory, and on-premises Active Directory.
Experience troubleshooting meeting-room and audiovisual equipment.
Working knowledge of ITIL-based incident, problem, and change management practices.
Strong stakeholder communication, documentation, and customer service skills.
Awareness of end-user devices, information, and cybersecurity responsibilities.
Experience with ServiceNow or a comparable IT service management platform.
Ability to organize a varied workload, maintain accurate records, and escalate issues appropriately.

Nice To Haves

Experience supporting project delivery, vendors, or technology partners is beneficial.

Responsibilities

Take ownership of assigned incidents and service requests, and proactively pick up, triage, categorize, and prioritize tickets when needed.
Resolve standard and moderately complex hardware, software, operating system, and end-user device issues; escalate advanced matters with clear evidence and troubleshooting notes.
Support Windows, macOS, iOS, and Android devices, including device enrollment and management through Microsoft Intune, Autopilot, and SCCM.
Handle software, license, access, and permission requests and provide practical guidance on workplace technology.
Maintain accurate ServiceNow records, including ticket updates, assignments, categorization, troubleshooting steps, and colleague communications.
Keep colleagues informed throughout the ticket lifecycle and manage expectations in line with agreed SLAs and support procedures.
Provide remote deskside support for office-based and remote colleagues, including locations without dedicated on-site support.
Support workstation, meeting-room, and audiovisual technology and complete regular checks to keep shared technology operational.
Provide first-line triage for LAN, WAN, and Wi-Fi issues and escalate to the appropriate specialist team.
Assist with major incidents, problem management, and root cause analysis by providing observations, ticket evidence, and documented fixes or workarounds.
Support operating system, Microsoft 365, and software updates and resolve issues arising during deployment or adoption.
Collaborate with GDT teams, vendors, and partners to provide seamless service and achieve positive information security outcomes.
Contribute to approved projects through assigned deployment, testing, handover, and colleague-support activities.
Identify recurring issues, service gaps, and opportunities for process, AI, or automation improvements.
Share practical fixes and lessons learned, update documentation, and create end-user guidance when needed.