Corporate Technology Support Engineer

Red Robin; Englewood (CO); Sur place; USD 75 000 - 106 000; Plein temps

Résumé du poste

Red Robin in Englewood, CO is seeking a Corporate Technology Support Engineer to provide hands-on IT support for Restaurant Support Center teams, executives, remote staff, and field users across Windows, macOS, Microsoft 365, Intune, and collaboration tools. You’ll own incidents from start to finish and drive improvements.

This role requires 5+ years of corporate IT experience, strong customer service, and the ability to troubleshoot across identity, devices, and applications.

Qualifications

• 5+ years of corporate IT or desktop support experience.
• Experience supporting executives or VIP users is preferred.
• Strong written and verbal communication skills.
• Proven ability to troubleshoot across devices, apps, and identity.

Responsabilités

• Provide responsive technical support to RSC team members, executives, remote users, and field staff.
• Diagnose and resolve hardware, software, identity, connectivity, and endpoint issues.
• Own incidents from first contact to resolution with clear updates.
• Create documentation and contribute to process improvements.
• Support Windows and macOS endpoints, Microsoft 365, Intune, and collaboration tools.

Connaissances

End-user support

VIP user support

Customer service

Communication

Outils

ServiceNow

Intune

Entra ID

Active Directory

Microsoft 365

Description du poste

Corporate Technology Support EngineerThe Corporate Technology Support Engineer provides high-quality technical support and endpoint technology services for Restaurant Support Center (RSC) Team Members, Executive Leadership, remote Team Members, and field-based users.This is a hands-on corporate technology role for someone who enjoys solving problems, taking ownership of technical issues, and creating an excellent support experience. The Corporate Technology Support Engineer works across Windows and macOS devices, Microsoft 365, Microsoft Intune, Entra ID, ServiceNow, Teams Rooms, endpoint security tools, and related corporate technologies.The successful candidate combines strong troubleshooting skills with excellent customer service and professional communication. They are comfortable working independently, know when to collaborate or escalate, and take ownership of issues through resolution. They also look beyond individual support requests to identify recurring problems, improve processes, strengthen documentation, and make the technology environment easier to support.Essential Functions of the JobEnd-User & Corporate Technology Support — 60%Provide responsive technical support to RSC Team Members, Executive Leadership, remote Team Members, and field-based users across Windows PCs, Macs, mobile devices, Microsoft 365, Teams Rooms, printers, peripherals, and related technologiesProvide professional, high-touch technical support to Executive Leadership and other business-critical usersIndependently diagnose and resolve hardware, software, identity, connectivity, application, and endpoint issuesOwn incidents and service requests from initial contact through resolution, maintaining clear communication and appropriate follow-up throughout the support experienceTroubleshoot issues that may span endpoint, identity, application, network, and collaboration technologies and engage other IT teams when appropriateIdentify recurring technical issues, investigate root causes, and recommend solutions that reduce repeat incidents and improve the user experienceSupport Microsoft Teams Rooms, conference-room technology, and other corporate collaboration solutionsIdentify opportunities to standardize, automate, or otherwise improve common support processesCreate and maintain technical documentation, knowledge articles, and support proceduresEndpoint & Technology Lifecycle Management — 25%Configure, deploy, troubleshoot, refresh, reimage, and retire Windows and macOS endpointsSupport endpoint configuration, software deployment, device compliance, and troubleshooting using Microsoft Intune and related management technologiesAssist with identity, access, endpoint security, and device-management activities within established IT standardsSupport technology onboarding and offboarding activities, ensuring Team Members receive properly configured equipment and accessMaintain accurate technology asset records throughout the device lifecycleCoordinate ordering, receiving, deployment, shipping, recovery, refresh, and retirement of IT equipmentFollow up with users and locations to ensure timely equipment returns and assist with asset-recovery activitiesMaintain organized and secure IT equipment and inventoryProjects & Continuous Improvement — 15%Participate in endpoint, infrastructure, security, collaboration, office technology, and other IT initiativesPartner with other IT teams to troubleshoot complex issues and implement technology changesAssist with testing, documentation, deployment, and support of new technologies and technology standardsIdentify opportunities to improve support processes, endpoint standards, documentation, and the overall Team Member technology experienceParticipate in occasional planned after-hours support, technology deployments, and project activitiesRequired Qualifications5+ years of hands-on experience in corporate IT support, desktop support, endpoint support, or a similar technical support roleExperience providing technical support to Executive Leadership, VIP users, or other business-critical usersHands-on experience troubleshooting Windows PCs, laptops, peripherals, and Microsoft Office/Microsoft 365 applicationsHands-on experience supporting Microsoft Exchange Online and Outlook in a corporate environmentMicrosoft Intune or another enterprise endpoint-management platformWorking knowledge of Active Directory and/or Microsoft Entra IDExperience diagnosing and resolving hardware, software, connectivity, identity, and application issuesExperience supporting users through an ITSM or ticket-management platform such as ServiceNowWorking knowledge of basic networking concepts, including TCP/IP, Wi-Fi, DNS, and network connectivity troubleshootingDemonstrated ability to independently troubleshoot unfamiliar technical problems and drive issues through resolutionStrong written and verbal communication skills with the ability to explain technical issues clearly to nontechnical usersStrong customer-service skills and the ability to provide professional support to users at all levels of an organizationAbility to organize and prioritize competing incidents, service requests, operational responsibilities, and project workStrong attention to detail and consistent follow-throughPreferred QualificationsExperience with several of the following is preferred. Candidates are not expected to have experience with every technology listedmacOS administration and supportMicrosoft Teams and Teams RoomsBeyondTrust or similar remote-support or privileged-access technologiesEndpoint security and device-compliance technologiesEnterprise Wi-Fi and network troubleshootingMobile-device support and managementIT asset-management and device-lifecycle processesITIL practices or ITIL Foundation certificationCore CompetenciesTechnical Troubleshooting: Approaches technical problems methodically, asks effective diagnostic questions, and works toward root cause rather than relying unnecessarily on escalation.Ownership & Follow-Through: Takes responsibility for issues through completion and keeps users informed throughout the process.User Experience: Balances technical resolution with responsiveness, professionalism, empathy, and clear communication.Technical Curiosity: Learns unfamiliar technologies quickly and actively expands technical knowledge.Judgment: Knows when to continue troubleshooting independently, when to collaborate, and when an issue requires escalation.Organization: Effectively manages multiple priorities while maintaining accurate documentation and reliable follow-up.Continuous Improvement: Looks for patterns and opportunities to improve processes, documentation, technology standards, and the overall support experience.Collaboration: Works effectively across IT teams and with business partners to solve problems and deliver technology solutions.Technology EnvironmentWindows PCs and laptopsmacOSMicrosoft IntuneActive DirectoryMicrosoft 365Microsoft Exchange Online / OutlookMicrosoft Teams and Teams RoomsServiceNowBeyondTrustEndpoint security and device-management platformsMobile devicesWi-Fi and basic networking technologiesPrinters, copiers, peripherals, and conference-room technologiesWhat Success Looks LikeA successful Corporate Technology Support Engineer does more than close tickets. They take ownership of the technology experience and help leave the environment better than they found it.Resolving technical issues thoroughly and efficiently while providing an excellent support experienceBuilding trust with Team Members and business leaders through responsive communication and dependable follow-throughHandling increasingly complex technical issues with appropriate independenceIdentifying recurring problems and helping address their underlying causesMaintaining reliable, secure, and well-managed corporate endpointsCreating documentation and repeatable solutions that make the entire IT team more effectiveMaintaining accurate technology asset information throughout the device lifecycleContributing ideas that improve support processes, endpoint standards, and the overall Team Member technology experienceContinuously developing technical knowledge and taking on increasingly complex responsibilitiesEducationHigh school diploma or GED requiredRelevant technical certifications, technical education, or additional IT training are a plusOther RequirementsAbility to work onsite at the Restaurant Support Center as requiredAbility to lift and transport IT equipment weighing up to 40 lbsOccasional planned after-hours, project-based, or emergency support may be requiredOccasional travel may be required for technology support or project initiativesCompensation Range: $75,235.00 - $106,062.25Red Robin is an Equal Opportunity & E-Verify Employer