Supporting the technology that powers global interconnectivity
Engineer - Enterprise Technology Support
About the role
Passionate about helping colleagues stay productive through reliable, responsive technology support? As an Engineer within Enterprise Technology Support, you’ll serve as a primary point of contact for Global Digital & Tech services, resolving incidents and fulfilling service requests for colleagues across Boldyn Networks. Based in our Irvine office on a hybrid basis, you’ll combine hands-on troubleshooting with accurate ticket management, clear communication, and thoughtful escalation to deliver a consistent support experience across the full-service lifecycle.
What you’ll be doing
As part of the Enterprise Technology Support team, you’ll take ownership of day-to-day support while helping strengthen global service delivery. It’s a role with a lot of variety, and day-to-day, you’ll mainly be involved with:
Taking ownership of assigned incidents and service requests while proactively picking up, triaging, categorizing, and prioritizing tickets when needed
Resolving standard and moderately complex hardware, software, operating system, and end-user device issues, escalating advanced matters with clear evidence and troubleshooting notes.
Supporting Windows, macOS, iOS, and Android devices, including device enrollment and management through Microsoft Intune, Autopilot, and SCCM.
Handling software, license, access, and permission requests and providing practical guidance on the effective use of workplace technology.
Maintaining accurate ServiceNow records, including ticket updates, assignments, categorization, troubleshooting steps, and colleague communications.
Keeping colleagues informed throughout the ticket lifecycle and managing expectations in line with agreed SLAs and support procedures.
Providing remote deskside support for office-based and remote colleagues, including locations without dedicated on-site support.
Supporting workstation, meeting room, and audiovisual technology and completing regular checks to keep shared technology operational.
Providing first-line triage for LAN, WAN, and Wi-Fi issues and escalating to the appropriate specialist team.
Assisting with major incidents, problem management, and root cause analysis by supplying observations, ticket evidence, and documented fixes or workarounds.
Supporting operating system, Microsoft 365, and software updates and resolving issues that arise during deployment or adoption.
Collaborating with GDT teams, vendors, and partners to provide seamless service and achieve positive information security outcomes.
Contributing to approved projects through assigned deployment, testing, handover, and colleague-support activities.
Identifying recurring issues, service gaps, and opportunities for process, AI, or automation improvements.
Sharing practical fixes, lessons learned, and documentation updates, including creating end-user guidance when needed.
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:
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…