Red Robin

Job Description Corporate Technology Support Engineer The Corporate Technology Support Engineer provides high-quality technical support and endpoint technology services for Restaurant Support Center (RSC) Team Members, Executive Leadership, remote Team Members, and field-based users. This is a hands-on corporate technology role for someone who enjoys solving problems, taking ownership of technical issues, and creating an excellent support experience. The Corporate Technology Support Engineer works across Windows and macOS devices, Microsoft 365, Microsoft Intune, Entra ID, ServiceNow, Teams Rooms, endpoint security tools, and related corporate technologies. The successful candidate combines strong troubleshooting skills with excellent customer service and professional communication. They are comfortable working independently, know when to collaborate or escalate, and take ownership of issues through resolution. They also look beyond individual support requests to identify recurring problems, improve processes, strengthen documentation, and make the technology environment easier to support. Essential Functions of the Job End-User & Corporate Technology Support - 60% Provide responsive technical support to RSC Team Members, Executive Leadership, remote Team Members, and field-based users across Windows PCs, Macs, mobile devices, Microsoft 365, Teams Rooms, printers, peripherals, and related technologies Provide professional, high-touch technical support to Executive Leadership and other business-critical users Independently diagnose and resolve hardware, software, identity, connectivity, application, and endpoint issues Own incidents and service requests from initial contact through resolution, maintaining clear communication and appropriate follow-up throughout the support experience Troubleshoot issues that may span endpoint, identity, application, network, and collaboration technologies and engage other IT teams when appropriate Identify recurring technical issues, investigate root causes, and recommend solutions that reduce repeat incidents and improve the user experience Support Microsoft Teams Rooms, conference-room technology, and other corporate collaboration solutions Identify opportunities to standardize, automate, or otherwise improve common support processes Create and maintain technical documentation, knowledge articles, and support procedures Endpoint & Technology Lifecycle Management - 25% Configure, deploy, troubleshoot, refresh, reimage, and retire Windows and macOS endpoints Support endpoint configuration, software deployment, device compliance, and troubleshooting using Microsoft Intune and related management technologies Assist with identity, access, endpoint security, and device-management activities within established IT standards Support technology onboarding and offboarding activities, ensuring Team Members receive properly configured equipment and access Maintain accurate technology asset records throughout the device lifecycle Coordinate ordering, receiving, deployment, shipping, recovery, refresh, and retirement of IT equipment Follow up with users and locations to ensure timely equipment returns and assist with asset-recovery activities Maintain organized and secure IT equipment and inventory Projects & Continuous Improvement - 15% Participate in endpoint, infrastructure, security, collaboration, office technology, and other IT initiatives Partner with other IT teams to troubleshoot complex issues and implement technology changes Assist with testing, documentation, deployment, and support of new technologies and technology standards Identify opportunities to improve support processes, endpoint standards, documentation, and the overall Team Member technology experience Participate in occasional planned after-hours support, technology deployments, and project activities Required Qualifications 5+ years of hands-on experience in corporate IT support, desktop support, endpoint support, or a similar technical support role Experience providing technical support to Executive Leadership, VIP users, or other business-critical users Hands-on experience troubleshooting Windows PCs, laptops, peripherals, and Microsoft Office/Microsoft 365 applications Hands-on experience supporting Microsoft Exchange Online and Outlook in a corporate environment Microsoft Intune or another enterprise endpoint-management platform Working knowledge of Active Directory and/or Microsoft Entra ID Experience diagnosing and resolving hardware, software, connectivity, identity, and application issues Experience supporting users through an ITSM or ticket-management platform such as ServiceNow Working knowledge of basic networking concepts, including TCP/IP, Wi-Fi, DNS, and network connectivity troubleshooting Demonstrated ability to independently troubleshoot unfamiliar technical problems and drive issues through resolution Strong written and verbal communication skills with the ability to explain technical issues clearly to nontechnical users Strong customer-service skills and the ability to provide professional support to users at all levels of an organization Ability to organize and prioritize competing incidents, service requests, operational responsibilities, and project work Strong attention to detail and consistent follow-through Preferred Qualifications Experience with several of the following is preferred. Candidates are not expected to have experience with every technology listed macOS administration and support Microsoft Teams and Teams Rooms BeyondTrust or similar remote-support or privileged-access technologies Endpoint security and device-compliance technologies Enterprise Wi-Fi and network troubleshooting Mobile-device support and management IT asset-management and device-lifecycle processes ITIL practices or ITIL Foundation certification Core Competencies Technical Troubleshooting: Approaches technical problems methodically, asks effective diagnostic questions, and works toward root cause rather than relying unnecessarily on escalation. Ownership & Follow-Through: Takes responsibility for issues through completion and keeps users informed throughout the process. User Experience: Balances technical resolution with responsiveness, professionalism, empathy, and clear communication. Technical Curiosity: Learns unfamiliar technologies quickly and actively expands technical knowledge. Judgment: Knows when to continue troubleshooting independently, when to collaborate, and when an issue requires escalation. Organization: Effectively manages multiple priorities while maintaining accurate documentation and reliable follow-up. Continuous Improvement: Looks for patterns and opportunities to improve processes, documentation, technology standards, and the overall support experience. Collaboration: Works effectively across IT teams and with business partners to solve problems and deliver technology solutions. Technology Environment Windows PCs and laptops macOS Microsoft Intune Active Directory Microsoft 365 Microsoft Exchange Online / Outlook Microsoft Teams and Teams Rooms ServiceNow BeyondTrust Endpoint security and device-management platforms Mobile devices Wi-Fi and basic networking technologies Printers, copiers, peripherals, and conference-room technologies What Success Looks Like A successful Corporate Technology Support Engineer does more than close tickets. They take ownership of the technology experience and help leave the environment better than they found it. Resolving technical issues thoroughly and efficiently while providing an excellent support experience Building trust with Team Members and business leaders through responsive communication and dependable follow-through Handling increasingly complex technical issues with appropriate independence Identifying recurring problems and helping address their underlying causes Maintaining reliable, secure, and well-managed corporate endpoints Creating documentation and repeatable solutions that make the entire IT team more effective Maintaining accurate technology asset information throughout the device lifecycle Contributing ideas that improve support processes, endpoint standards, and the overall Team Member technology experience Continuously developing technical knowledge and taking on increasingly complex responsibilities Education High school diploma or GED required Relevant technical certifications, technical education, or additional IT training are a plus Other Requirements Ability to work onsite at the Restaurant Support Center as required Ability to lift and transport IT equipment weighing up to 40 lbs Occasional planned after-hours, project-based, or emergency support may be required Occasional travel may be required for technology support or project initiatives