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Digital & Technology Support Technician
1 month ago
About the Role
We are looking for a detail-oriented and proactive Digital & Technology Support Technician to provide comprehensive IT and digital support services. In this role, you will be responsible for managing service desk operations, offering end-user support, and ensuring the smooth operation of smart office technologies. You will collaborate with a Managed Services Provider (MSP) as needed to maintain high-quality service delivery.
Key Responsibilities
- Service Desk Management:
- Serve as the Single Point of Contact (SPOC) for all IT-related incidents and requests.
- Manage the full incident and request lifecycle, ensuring timely resolution and escalation of complex issues.
- Contribute to the development of FAQs and knowledge articles for end-users.
- Gather and analyze customer survey feedback and perform call quality audits.
- Develop and execute service desk training and improvement plans.
- Perform tasks such as end-user account provisioning, password resets, and software provisioning.
- Disseminate communication and alerts related to IT services and updates.
- End-User On-Site Support:
- Provide second-level support for escalated cases.
- Manage IT software provisioning and the administration of endpoint devices (laptops, desktops, mobile phones).
- Deliver comprehensive hire-to-retire support for employees.
- Handle workplace IMAC (Installation, Moves, Additions, and Changes) support.
- Smart Office Technology Support:
- Manage Unified Communication Systems (UCS) and IP telephony systems.
- Oversee multi-function printers/scanners and ensure seamless operations.
- Manage digital signage systems and meeting room booking systems.
**Requirements**:
Qualifications & Skills
- Education:
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Relevant certifications (e.g., ITIL, Microsoft, or CompTIA A+) are a plus.
- Technical Expertise:
- 3+ Experience in service desk operations and incident/request management.
- Proficiency in managing endpoint devices, software provisioning, and password resets.
- Familiarity with UCS/IP telephony systems, digital signage, and printer/scanner management.
- Knowledge of IT hardware/software troubleshooting and on-site user support.
- Customer Service & Problem-Solving:
- Strong communication skills to assist end-users effectively and provide clear instructions.
- Ability to troubleshoot technical issues and escalate when necessary.
- Collaboration & Organization:
- Excellent organizational skills to manage tickets and tasks efficiently.
- Experience working in a team-oriented environment with cross-functional collaboration.
Why Join Us?
- Work in a dynamic environment with exposure to cutting-edge IT solutions.
- Be part of a team focused on delivering exceptional end-user experiences.
- Opportunities for professional growth and certification.