Job Vacancy Digital Support Specialist

The Digital Support Specialist is pivotal in solving Digital challenges across various systems, services, and processes provided to the rail industry and internal stakeholders. They will provide support to external and internal RSSB systems and technology users. Following service desk management procedures, they will resolve tickets and requests received via the Service Desk and escalate tickets to third-line support when necessary.

This position requires many skills, including supporting applications and hardware, system administration, problem & change management, and configuration and asset management.

Responsibilities include: 

• Provide first and second-line support to internal & external users, resolving hardware, software & applications, network, virtual services and system issues via the service desk, phone, or in person.
• Support the identification of risks and vulnerabilities by gathering data on incident trends, hardware and software failures, and resource utilisation and capacity issues. You will provide feedback on these trends to identify potential problems and/or recurring incidents and identify permanent solutions.
• Maintain accurate records of IT incidents and service requests within the RSSB Service Desk, escalating complex issues to appropriate teams or vendors and tracking progress to resolution.
• Build, develop and manage relationships with suppliers.
• Provide technical support for events and meetings, including AV setup and live streaming technologies, ensuring seamless communication and collaboration.
• Ensure strict adherence to onboarding and offboarding processes to facilitate smooth transitions for colleagues entering or leaving RSSB, including the commissioning, repair and redeployment of RSSB assets.
• Assist in managing the lifecycle of IT assets, including hardware, software, licences, warranties, and configurations, ensuring compliance with device policies and procedures while maintaining security.
• Promote best IT security practices, ensuring implementation of security standards on user devices.
• Proactively monitor application availability and performance, identifying potential issues and taking prompt action in accordance with SLAs.
• Test, package, deploy and release new applications into production following approved processes.
• Collaborate with Digital teams to propose process enhancements.
• Actively participate in tender processes, project delivery, and system rollouts.
• Foster a culture of learning and development through sharing insights and best practices.
• Create and maintain detailed service desk knowledge base articles to support end users and Digital colleagues.

Qualifications / Experience: 

Essential:

• Computer science, Microsoft, CompTIA, related field qualifications/certifications, or relevant demonstrable experience.
• Experience with the ITIL framework.
• Established record of application support, technical troubleshooting, and customer service.
• Experience in providing day-to-day administration and support of hardware (e.g. laptops, , AV equipment and printers), networks & security (e.g. VPN, Wi-Fi, LAN connections) and VoIP telephony.
• Experience in setting up and managing corporate devices (i.e. mobile devices (phones/tablets) and laptops)
• Experience administering, supporting, and troubleshooting issues with Microsoft 365 applications, Dynamics 365, Active Directory, Azure, Mobile Device Management (MDM) systems, and 3rd party applications, as well as identifying and reporting root causes.
• Communicates effectively and shares thoughts and ideas through methods appropriate to the audience.
• Adapts and responds positively when embracing new opportunities, changing, and navigating uncertainty.
• Actively contributes as part of a team and works towards achieving team goals and outcomes.
• Takes responsibility and demonstrates accountability in completing tasks and achieving objectives, actively seeking to resolve problems and identify opportunities.
• Committed to customer service and placing customer satisfaction at the heart of our success to ensure we deliver against our shared goals.
• Can work collaboratively within an evolving industry, gaining stakeholder confidence through understanding their goals and motivations and demonstrating credibility as an expert.
• Makes timely, informed decisions taking account of the benefits and constraints involved.

Desirable:

• Knowledge of Agile project methodologies and Azure DevOps.