Workplace Technology Support Engineer

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).

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.

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.

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 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.

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 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.

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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.

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.

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:

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Financial Well-being

Life & Family Support

Volunteer and Community Initiatives

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