Workplace Technology Support Engineer

Job description

We take play seriously. We’re looking for curious adventurers ready to find their party, fueled by imagination and drive to build what’s never been built before. At Hasbro and Wizards of the Coast, you’ll collaborate with passionate teams to reimagine our iconic brands and create experiences that spark joy, connection, and community through the magic of play. This is your chance to shape legendary play that lasts a lifetime. At Wizards of the Coast, we connect people around the world through play and imagination. From our genre-defining games like Magic: The Gathering® and Dungeons & Dragons® to our growing multiverse, we continue to innovate and build new ways to foster friendship and connection. That’s where you come in! Reliable workplace technology enables teams to do their best work. This role focuses on maintaining and improving that reliability across devices, collaboration systems, and workplace technology environments. The Workplace Technology Support Engineer supports the stability, performance, and continuous improvement of workplace technology systems across the organization. Help resolve complex technical issues, maintain endpoint environments, and proactively identify patterns and opportunities to improve how workplace technology services are delivered. You'll work closely with platform engineering, security, networking, and other internal teams to diagnose advanced issues, maintain operational standards, and translate recurring problems into scalable solutions through standardization, documentation, automation and AI-assisted operational improvements.! ## 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 solve enterprise AI platforms and AI-enabled workplace technologies, raising 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 Partnerships - Partner with teams, including our digital gaming studios, to understand requirements and deliver reliable and scalable workplace technology solutions, including onboarding new processes and procedures, supporting specialized workflows, providing consultation on hardware, software, and user experience solutions, and aligning technology solutions to business goals and technical standards. - 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). - 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 refresh initiatives, automation initiatives, and workplace experience improvements. - Provide feedback to engineering and platform teams to improve the usability, reliability, and performance of workplace systems. ### 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. ### 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. ## What You'll Bring - 3+ years of experience supporting enterprise desktop environments or workplace technology systems. - Experience with Windows and macOS operating systems, including hardware, peripherals, and mobile device support. - Experience supporting collaboration tools, productivity platforms, and workplace technology environments. - Familiarity with endpoint management tools or enterprise IT management platforms. - Working knowledge of networking fundamentals including DNS, Wi-Fi, VPN connectivity, and authentication workflows. - Experience using service management platforms such as ServiceNow or similar tools. - Ability to analyze sophisticated technical issues, identify root causes, and communicate solutions clearly. - Strong documentation skills and a history of creating runbooks, playbooks, or knowledge base articles. - Experience identifying trends, improving processes, or building automation initiatives is preferred. ## Core Requirements - Demonstrates strong diagnosing and problem-solving skills across workplace technology environments, including hardware, operating systems, and network connectivity. - Owns complex technical issues through resolution, including cross-team coordination when required. - Owns the reliability and consistency of endpoint and workplace technology systems. - Identifies patterns, trends, and opportunities for improvement, including automation and process optimization. - Produces clear documentation and knowledge resources that enable scalable support and knowledge transfer. - Collaborates effectively across teams while maintaining accountability for outcomes. In compliance with local law, we are disclosing the compensation range for this role. The range listed is just one component of Wizards of the Coast’s total compensation package for employees. Employees may also be eligible for annual and long-term incentives. In addition, Wizards of the Coast provides a variety of benefits to employees. Here’s a look at what your benefits package may include: Medical, Dental & Vision Insurance, Paid Vacation Time & Holidays, Generous 401(k) match, Paid Parental Leave, Volunteer Program, Employee Giving & Matching Gifts Programs, Tuition Reimbursement, Product Discounts, and more. Wizards is committed to equality of opportunity in all aspects of employment. We are committed to making all employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, marital status, or any other legally protected status. The above is intended to describe the general content of and the requirements for satisfactory performance in this position. It is not to be construed as an exhaustive statement of the duties, responsibilities, or requirements of the position. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. If you are selected to move forward in our application process and need to request an accommodation, please let your recruiter or coordinator know. #Wizards The pay transparency range for this role is listed below. The hiring range will vary based on factors such as experience, skills, location and market conditions. Additionally, employees may be eligible for annual and long-term incentives as part of their overall compensation package. Pay Range $91,100—$136,700 USD Employees may be eligible for annual and long-term incentives as part of their overall compensation package, depending on role, location, and eligibility. Benefits and programs may include: - Health & Wellness - Time Off to Recharge - Financial Well-being - Life & Family Support - Volunteer and Community Initiatives - Learning & Development - Exclusive Perks Please review our [Applicant Privacy Notice](https://nam11.safelinks.protection.outlook.com/?url=http%3A%2F%2Fdocs.hasbro.com%2Fprivacy%2Fjob-applicant&data=05%7C02%7CMaria.Hughes%40wizards.com%7C73f450b2476e4441be3308dec7006d14%7C701edd3ec7a84789b1ce8a243620d68f%7C0%7C0%7C639167001791388387%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=QzsYnPcynaB0OC2yYMSHab2TyW8jOlZQWyr87FBwDt8%3D&reserved=0) to learn how we collect, use, and protect your personal information in connection with the application process.