Digital Technical Support Specialist (Retail sector), Baldock

Purpose of the job

Our Digital Technical Support Specialists are responsible for delivering high quality technical support across a range of digital platforms, applications, content management systems, and digital signage solutions to our Retail (and other sector) clients. The role focuses on ensuring the reliability, performance, and usability of customer and internal digital solutions through effective troubleshooting, incident management, content support, and continuous improvement activities.

You'll work closely with customers, stakeholders, and technical teams to resolve issues, support digital content delivery, maintain platform documentation, and contribute to the successful adoption of digital technologies. This is an exciting opportunity to play a key role in supporting and enhancing innovative digital solutions.

You will work with a wide range of technologies, content management platforms, and digital signage systems while contributing to the delivery of exceptional experiences for users and customers across the UK.

The role will operate largely remotely but you need to be able to readily access our office in Baldock, Hertfordshire. You may also need to mobilize for onsite work on occasion and although this is not a huge commitment, being a car owner / driver would be very beneficial.

Key responsibilities

Provide first and second line technical support for digital products, applications, and services

Diagnose, troubleshoot, and resolve software, hardware, network, and cloud-based issues

Manage incidents, service requests, and problem records through the service management platform, escalating complex issues to specialist teams and vendors when required

Support the administration and maintenance of Content Management Systems (CMS) and digital content platforms

Assist users with content publishing, scheduling, and management activities

Monitor digital platform performance and identify opportunities for service improvements

Support digital signage infrastructure, content delivery networks, and associated technologies

Create and maintain technical documentation, knowledge articles, troubleshooting guides, and user training materials

Deliver user training and guidance to promote effective use of digital platforms and services

Collaborate with internal and external stakeholders to implement new solutions and enhancements

Ensure compliance with security, governance, and data protection requirements

Contribute to continuous improvement initiatives and digital transformation projects

Maintain a customer focused approach while achieving agreed service levels and operational targets

Knowledge, skills + experience

Experience providing technical support within a digital, IT, or technology environment

Degree, diploma, or equivalent experience in Information Technology, Computer Science, Digital Technologies, or a related discipline - relevant industry certifications are desirable

Excellent verbal and written communication skills with the ability to explain technical concepts to both technical and non-technical audience - the role requires high level customer service and stakeholder management skills

Strong troubleshooting and problem-solving skills

Knowledge of Microsoft 365, Windows operating systems, and cloud-based technologies, experience using ticketing and service management systems and a background administering and supporting Content Management Systems (CMS) and digital content platforms

Understanding of networking fundamentals and IT security best practices

Experience creating and maintaining user documentation, technical guides, and knowledge base articles

Monitor digital platform performance and identify opportunities for service improvements

Ability to manage multiple priorities in a fast-paced environment

Strong attention to detail and commitment to service excellence

Experience here would be desirable

Supporting digital transformation and technology adoption initiatives

Linux operating systems and basic system administration | OnSign, Scala & BrightSign digital signage platforms | Zendesk support and customer service platform | Quividi audience measurement and analytics solutions

Supporting digital signage environments and content publishing workflows | Understanding of media asset management and content scheduling practices

Relevant certifications such as Microsoft, ITIL, CompTIA, or Linux related qualifications

What success looks like

Achievement of incident and service request SLA targets

Customer satisfaction and service quality scores

First contact resolution rates

Accuracy and quality of technical documentation

Successful delivery of support and improvement initiatives

Contribution to digital platform stability, adoption, and user engagement

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