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.