Engineer – Enterprise Technology Support

Boldyn Networks; Irvine; Hybrid; GBP 31,000 - 35,000; Full time

Benefits offered by this job

Hourly Pay

Annual Bonus

Learning and development opportunities

Flexible working opportunities

Competitive benefit packages

Paid Parental Leave

Vacation starting at 15 days

Sick leave 10 days

Volunteer days 4 days

Job summary

Boldyn Networks is seeking an Engineer for Enterprise Technology Support in Irvine on a hybrid basis. You will be the primary contact for Global Digital & Tech services, resolving incidents and fulfilling service requests for colleagues across the enterprise.

Responsibilities include incident ownership, triaging tickets, supporting Windows, macOS, iOS and Android devices, and managing records in ServiceNow while meeting SLAs. Hybrid work and a dynamic team environment offered.

Qualifications

• Previous Level 1 support or service desk experience.
• Experience managing incidents/service requests in a structured support environment.
• Experience with Microsoft 365, Intune, Autopilot.
• Experience supporting hardware and end-user devices.

Responsibilities

• Take ownership of incidents and service requests, triage, categorize, and prioritize tickets.
• Resolve standard hardware/software issues; escalate advanced cases with evidence.
• Provide remote deskside support for office and remote colleagues.
• Maintain accurate tickets and communicate updates per SLAs.
• Assist with major incidents and root-cause analysis.

Skills

Incident & request management

Microsoft 365 administration

Intune

Autopilot

Windows

macOS

iOS/Android support

SCCM

Azure AD / Entra ID

Active Directory

ITIL practices

ServiceNow

Stakeholder communication

Tools

ServiceNow

SCCM

Job description

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 management practices.
• Strong stakeholder communication, documentation, and customer service skills.
• Awareness of end-user devices, information, and cybersecurity responsibilities.
• Experience working with ServiceNow or a comparable IT service management platform.
• Ability to organize a varied workload, maintain accurate records, and escalate issues appropriately.
• Experience supporting project delivery, vendors, or technology partners is beneficial.

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:

• Hourly Pay: $30 - $34
• Annual Bonus
• Learning and development opportunities
• Flexible working opportunities
• Competitive benefit packages
• Paid Parental Leave
• Vacation starting at 15 days increasing with length of service
• 10 days paid sick leave
• 4 days off each year to volunteer

Diversity recognizes the ways we differ. Our backgrounds, perspectives and experiences are what make 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.