Digital & Technology Support Technician

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.
• Handle tickets submitted via various channels such as web browser, desktop client, mobile application, email, SMS, chatbot, and call center.
• 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.

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.