Digital Support Engineer

Digital Support Engineer

The Digital Support Engineer role is designed to enhance the efficiency, responsiveness, and quality of IT support services by leveraging digital technologies. This role requires a strong understanding of IT service management. This position aims to streamline service desk operations, improve incident management, and provide innovative solutions that support the overall IT strategy.

Responsibilities and Accountabilities:

Service Desk Automation: Design and implement automation solutions to streamline service desk processes and improve efficiency.

Incident Management: Develop tools and systems to enhance incident tracking, resolution, and reporting.

Major Incident Management: Deep-dive into major incident management to identify root-cause analysis for outages and how to prevent in the future.

Integration: Integrate digital solutions with existing ITSM platforms (e.g., ServiceNow) to ensure seamless operation.

Data Analytics: Analyze service desk data to identify trends, insights, and opportunities for improvement.

Collaboration: Work closely with other digital engineers, IT teams, and other stakeholders to understand needs and develop appropriate solutions.

Testing and Quality Assurance: Conduct testing and quality assurance to ensure digital solutions meet performance and reliability standards.

Documentation: Maintain comprehensive documentation of digital solutions, including design specifications, user guides, and technical manuals.

Support and Maintenance: Provide ongoing support and maintenance for digital solutions, addressing any issues or bugs that arise.

Technical Support:

• Provide a deep level of technical support to end-users via different omni-channel experiences such as phone, email, text and chat.
• Troubleshoot and resolve hardware, software, and network issues.
• Assist with user account management, including password resets and access permissions.
• Perform routine system maintenance and updates.
• Monitor system alerts and proactively address potential issues.
• Assist in the deployment and configuration of new hardware and software.

Incident and Request Management:

• Log and track all incidents and service requests in the ticketing system, including thorough documentation for all troubleshooting steps performed.
• Escalate complex issues to higher-level support teams as necessary.
• Ensure timely resolution of issues to meet service level agreements (SLAs).

Documentation and Reporting:

• Maintain and update documentation for common issues and solutions.
• Generate and analyze reports on service desk performance and metrics.

Customer Service:

• Provide excellent customer service and maintain high levels of user satisfaction.
• Provide training and guidance to end-users on IT best practices and tools.

Collaboration and Continuous Improvement:

• Collaborate with other IT teams to ensure seamless support and service delivery.
• Participate in continuous improvement initiatives to enhance service desk processes.
• Participate in IT projects and initiatives as needed.

Compliance and Asset Management:

• Conduct regular audits of IT assets and inventory management.
• Ensure compliance with IT policies and procedures.
• Contribute to the development and implementation of disaster recovery plans.

Professional Development:

• Stay updated with the latest technology trends and advancements.