IT Service Operations Engineer, Boldyn Networks
$85-90k
+ Annual Bonus: 10%
Office located in Irvine, CA
Managed technology services for higher education
Open for applications
Managed technology services for higher education
201-500 employees
Open for applications
$85-90k
+ Annual Bonus: 10%
Office located in Irvine, CA
201-500 employees
Company mission
To build a connected future by providing shared network infrastructures for smart cities, venues, enterprises, and connected transit.
Role
Who you are
- 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
- Microsoft Endpoint Manager, Intune, and Autopilot
- End-user device hardware support (PC, Mac, mobile)
- ITIL based incident, problem and change management
What the job involves
- 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
- 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. I
- Allocate tickets to team members based on skillsets and availability while considering growth opportunities for team members
- Support global processes and ensuring consistency across the team
- Ensure a daily focus on ticket approach through daily stand ups
- Flag priority items/trends/issues in daily standups to ensure team awareness
- Monitor aged cases and champion resolution to ensure that SLA’s are met
- To 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 familiarisation 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
- To build good working relationships across all levels of the business
- Provide support to tech projects where your skillset is required
- Identify areas of potential service improvement to support the Continual Service Improvement strategy
Our take
Neutral hosting is the basis of internet connectivity for large groups such as cities, venues and businesses. It builds, funds and manages shared communication infrastructure across multiple network operators, effectively becoming the foundation for wide-scale internet connectivity. Boldyn Networks is a neutral host provider that has been building up a portfolio of companies to become one of the largest of its kind in the world.
Founded in 2023 after spinning out from Boldyn, Boldyn Networks combines various connectivity brands within its portfolio to harness advanced technologies, collaborations and shared infrastructure for its customers. 2024 saw a flurry of acquisitions that consolidated Boldyn Networks as a major player, and it now works across infrastructure, transport, education, military and more to provide high-level internet connectivity.
The company has made a lot of progress over just a single year, including acquisitions of education connectivity providers Apogee, ZenFi Networks, Edzcom, and more. It is now focused on further advancing its interconnectivity services which already span Europe, the US and Hong Kong.
Steph
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
Company
Company benefits
- Medical, Dental & Vision Coverage
- HSA Plan Option with High Contribution
- 401(k) with 4% Match
- Domestic Partner Coverage When Possible
- Employer Paid Short-Term and Long-Term Disability
- 9 paid company holidays
- Flexible PTO Plan for Salary Employees
- Generous Standard PTO for Hourly Employees
- Education Reimbursement Stipend
Company values
- One team
- Customer first
- Drive sustainable growth
- Adapt and learn
Company HQ
North Austin Civic Association, Austin, TX
Articles
Leadership
Scott Drossos
(CEO of Higher Education)Previously COO of InterVision Systems, President of Infiniti Consulting Group and SVP Digital Partnerships & GM of Time to Know for McGraw Hill Education.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 12 more jobs at Boldyn Networks