Workplace Technology Support Engineer

What You'll Do Workplace Technology Support Partner with stakeholders across the organization to understand business needs, explore new ideas, and help design practical technology solutions that improve productivity and workplace experience. Provide guidance and recommendations that help teams implement effective, scalable solutions and automation opportunities aligned with workplace technology standards, including specialized or non-standard use cases. Provide in-person and remote technical support for employees across the organization covering the United States, Canada, UK, India, and Japan. Resolve complex issues involving devices, operating systems, computer hardware, mobile devices, VPN connectivity, printers, networking, peripherals, AI-powered workplace tools and workplace technologies that extend beyond standard support workflows. Advanced issue resolution for the Global Service Desk, shaping global processes and procedures, and establishing documentation and runbooks that drive consistent procedure and practices across regions. Investigate advanced issues, act as a point of contact for complex problems, provide technical guidance, identify recurring issues and automate resolution while focusing on improving resolution quality. Deliver clear communication and practical automation-focused solutions that help employees stay productive. Support and troubleshoot enterprise AI platforms and AI-enabled workplace technologies, escalating issues and partnering with engineering teams when necessary. Endpoint Reliability & Device Lifecycle Design, configure, and support complex or custom hardware builds to meet specialized performance and workflow requirements, particularly for engineering and digital gaming studio environments. Proactively monitor endpoint health and analyze trends in device performance, reliability, and recurring issues to drive improvements through automation where appropriate . Drive improvements to standardize workflows and implement automation, scripting, and AI-assisted solutions to improve consistency, reduce manual effort, and enhance operational effectiveness. Configure, deploy, and maintain company equipment, including laptops, desktops, and mobile devices, to ensure they meet security, compliance, and operational standards. Support device lifecycle activities including provisioning, upgrades, hardware replacements, and secure decommissioning. Maintain consistency in supported hardware, operating systems, and workplace technology standards. Lead long-term improvements by addressing root causes and implementing scalable automation-enabled solutions. Collaboration & Workplace Technology Partner with teams, including our digital gaming studios, to deliver reliable and scalable workplace technology solutions, including onboarding new processes and procedures, supporting specialized workflows, and aligning technology solutions to studio needs. Support conference room systems, collaboration tools, printers, and workplace peripherals used across office environments. Ensure workplace technology systems operate reliably for meetings, events, and day-to-day collaboration. Support offsite events and shows as needed (travel required). Cross-System Ownership Take ownership of complex or high-impact issues, leading investigation and resolution across multiple technology domains. Investigate and resolve issues that span multiple technology layers including endpoint configuration, device management platforms, authentication systems, VPN and network connectivity, and workplace infrastructure. Recognize patterns across incidents and identify when issues represent broader systemic challenges. Drive coordination with engineering, security, and infrastructure teams to implement durable fixes. Analyze root causes and ensure solutions are applied in a way that prevents recurrence. Operational Improvement, Documentation & Automation Identify recurring issues, trends, and inefficiencies, and translate them into standardized solutions, improved workflows, or automation opportunities. Design and drive scalable support approaches, including repeatable workflows, playbooks and automated processes, that improve consistency and enable broader teams to resolve issues effectively. Maintain and evolve these playbooks based on recurring issues, ensuring knowledge is continuously refined and shared across support teams. Create and maintain clear, structured documentation in Confluence, including troubleshooting guides, operational procedures, and knowledge base articles. Partner with the Global Service Desk to share knowledge, improve workflows, identify automation opportunities and increase overall support effectiveness. Promote consistent support practices and ensure alignment in how common issues are handled across teams through standardized workflows and approaches. Assist in evaluating, testing, and validating automation solutions, endpoint analytics tools, and AI-assisted support and troubleshooting capabilities. Proactively improve support operations by reducing manual effort and increasing consistency across common issue types. Collaboration Partner with internal teams, including digital gaming studios, to understand requirements and provide consultation on hardware, software, and user experience solutions that align with business goals and technical standards. Assist teams in onboarding to new technologies, processes, and procedures by providing guidance, documentation, and hands-on support to ensure successful adoption. Build strong partnerships across business teams to understand evolving needs and help translate ideas into scalable workplace technology solutions. Act as a liaison between end users, Global Service Desk, and engineering teams to support change, improvements, and adoption of new technologies. Support internal partners in bringing their ideas to life by providing guidance on process, procedure, and alignment with existing systems. Support technology rollouts, device refres