{"id":1624276,"url":"https://alion.io/job/hh-global-digital-technical-support-specialist-baldock","title":"Digital Technical Support Specialist (Retail sector), Baldock","company":{"id":1936717,"name":"HH Global","domain":"hhglobal.com","url":"https://alion.io/company/hhglobal","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Dayforce","truth_index":{"grade":"A","score":85,"open_postings":6,"ghost_share":0,"stale_share":0.5,"repost_share":0.167,"time_to_fill_p50_days":35,"computed_at":"2026-10-22T06:10:10Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":38000,"max_usd":73000,"period":"year","method":"role_country_seniority_unknown","sample_n":88},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":true},{"name":"Linux","optional":true},{"name":"Scala","optional":true},{"name":"Windows","optional":true},{"name":"Zendesk","optional":true}],"status":"live","first_seen_at":"2026-09-29T05:00:00Z","employer_posted_date":"2026-10-21","last_verified_at":"2026-10-22T09:12:27Z","board_verified":true,"closed_at":null,"days_open":23,"trust":{"level":"ok","repost_count":2,"flags":["repost"],"days_open":23},"description":"Purpose of the job\n\nOur 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.\n\nYou'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. \n\nYou 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.\n\nThe 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.\n\nKey responsibilities\nProvide first and second line technical support for digital products, applications, and services\nDiagnose, troubleshoot, and resolve software, hardware, network, and cloud-based issues\nManage incidents, service requests, and problem records through the service management platform, escalating complex issues to specialist teams and vendors when required\nSupport the administration and maintenance of Content Management Systems (CMS) and digital content platforms\nAssist users with content publishing, scheduling, and management activities\nMonitor digital platform performance and identify opportunities for service improvements\nSupport digital signage infrastructure, content delivery networks, and associated technologies\nCreate and maintain technical documentation, knowledge articles, troubleshooting guides, and user training materials\nDeliver user training and guidance to promote effective use of digital platforms and services\nCollaborate with internal and external stakeholders to implement new solutions and enhancements\nEnsure compliance with security, governance, and data protection requirements\nContribute to continuous improvement initiatives and digital transformation projects\nMaintain a customer focused approach while achieving agreed service levels and operational targets\n\nKnowledge, skills + experience\nExperience providing technical support within a digital, IT, or technology environment\nDegree, diploma, or equivalent experience in Information Technology, Computer Science, Digital Technologies, or a related discipline - relevant industry certifications are desirable\nExcellent 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\nStrong troubleshooting and problem-solving skills\nKnowledge 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\nUnderstanding of networking fundamentals and IT security best practices\nExperience creating and maintaining user documentation, technical guides, and knowledge base articles\nMonitor digital platform performance and identify opportunities for service improvements\nAbility to manage multiple priorities in a fast-paced environment\nStrong attention to detail and commitment to service excellence\n\nExperience here would be desirable\nSupporting digital transformation and technology adoption initiatives\nLinux operating systems and basic system administration | OnSign, Scala & BrightSign digital signage platforms | Zendesk support and customer service platform | Quividi audience measurement and analytics solutions\nSupporting digital signage environments and content publishing workflows | Understanding of media asset management and content scheduling practices\nRelevant certifications such as Microsoft, ITIL, CompTIA, or Linux related qualifications\n\nWhat success looks like\nAchievement of incident and service request SLA targets\nCustomer satisfaction and service quality scores\nFirst contact resolution rates\nAccuracy and quality of technical documentation\nSuccessful delivery of support and improvement initiatives\nContribution to digital platform stability, adoption, and user 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