Workplace Technology Support Engineer

Wetake play seriously. Were looking for curious adventurers ready to find their party fueled by imaginationand driveto build whats never been built before. At Hasbro and Wizards of the Coast youll 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. Thats 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.

Youll 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.!

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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 Coasts total compensation package for employees. Employees may also be eligible for annual and long-term addition Wizards of the Coast provides a variety of benefits to employees. Heres 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.

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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

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