Workplace Technology Support Engineer

About this role

<div class="content-intro"><p><span style="font-size: 12pt;">We&nbsp;take play seriously. We’re looking for curious adventurers ready to find their party, fueled by imagination&nbsp;and drive&nbsp;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.</span></p></div><p></p> <p>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 &amp; Dragons® to our growing multiverse, we continue to innovate and build new ways to foster friendship and connection. That’s where you come in!</p> <p>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.</p> <p>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.</p> <p>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.!</p> <h2>What You'll Do</h2> <h3>Workplace Technology Support</h3> <ul> <li>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.</li> <li>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.</li> <li>Provide in-person and remote technical support for employees across the organization covering the United States, Canada, UK, India, and Japan.</li> <li>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.</li> <li>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.</li> <li>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.</li> <li>Deliver clear communication and practical automation-focused solutions that help employees stay productive.</li> <li>Support and solve enterprise AI platforms and AI-enabled workplace technologies, raising issues and partnering with engineering teams when necessary.</li> </ul> <h3>Endpoint Reliability &amp; Device Lifecycle</h3> <ul> <li>Design, configure, and support complex or custom hardware builds to meet specialized performance and workflow requirements, particularly for engineering and digital gaming studio environments.</li> <li>Proactively monitor endpoint health and analyze trends in device performance, reliability, and recurring issues to drive improvements through automation where appropriate.</li> <li>Drive improvements to standardize workflows and implement automation, scripting, and AI-assisted solutions to improve consistency, reduce manual effort, and enhance operational effectiveness.</li> <li>Configure, deploy, and maintain company equipment, including laptops, desktops, and mobile devices, to ensure they meet security, compliance, and operational standards.</li> <li>Support device lifecycle activities including provisioning, upgrades, hardware replacements, and secure decommissioning.</li> <li>Maintain consistency in supported hardware, operating systems, and workplace technology standards.</li> <li>Lead long-term improvements by addressing root causes and implementing scalable automation-enabled solutions.</li> </ul> <h3>Collaboration &amp; Workplace Technology Partnerships</h3> <ul> <li>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.</li> <li>Support conference room systems, collaboration tools, printers, and workplace peripherals used across office environments.</li> <li>Ensure workplace technology systems operate reliably for meetings, events, and day-to-day collaboration.</li> <li>Support offsite events and shows as needed (travel required).</li> <li>Assist teams in onboarding to new technologies, processes, and procedures by providing guidance, documentation, and hands-on support to ensure successful adoption.</li> <li>Build strong partnerships across business teams to understand evolving needs and help translate ideas into scalable workplace technology solutions.</li> <li>Act as a liaison between end users, Global Service Desk, and engineering teams to support change, improvements, and adoption of new technologies.</li> <li>Support internal partners in bringing their ideas to life by providing guidance on process, procedure, and alignment with existing systems.</li> <li>Support technology rollouts, device refresh initiative