Senior Digital Support Engineer

Purpose And Scope

As an experienced Digital Support Engineer, you will serve as a technical leader within the support team, driving resolution of complex issues, mentoring junior staff, and collaborating with cross-functional teams to enhance the digital workplace experience. You will leverage your deep technical expertise and strategic mindset to proactively identify opportunities for improvement and lead initiatives that elevate service quality and user satisfaction.

Responsibilities And Accountabilities

• Leadership & Mentoring: Provide technical guidance to Digital Support Engineers and act as a point of escalation for complex or high-impact issues
• Project Ownership: Lead or contribute to cross-functional projects such as new roll rollouts, migrations, service desk transformations, etc. Own documentation and knowledge base improvements for complex systems.
• Local Scheduling of Technicians: Coordinate and manage the local scheduling of Digital Support Engineers, ensuring timely response to high-priority incidents and project-based work. Serve as the primary liaison between the Service Desk & field support teams to optimize technician availability and workload distribution. Monitor ticket queues and proactively assign tasks based on technician skillsets, location & urgency.
• 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.
  
  

• High school diploma or equivalent experience.
• Minimum of 5 years of experience in a technical support or service desk role, with at least 2 years in a senior or lead role
• Strong knowledge of IT service management (ITSM) frameworks, such as ITIL.
• Strong knowledge of IT asset management (ITAM)
• Excellent customer service and relationship management skills.
• Demonstrates initiative and flexibility.
• Proficiency in incident, problem and service request management.
• Excellent communication and interpersonal skills.
• Ability to diagnose and resolve technical issues efficiently.
• Ability to work under pressure and manage multiple tasks effectively.
• Accustomed to operating in a KPI driven environment
• Experience coordinating local technician schedules and managing on-site support logistics
• Demonstrates initiative and flexibility
• Proficiency in incident, problem and service request management.
• Excellent communication and interpersonal skills.
• Ability to diagnose and resolve technical issues efficiently.
• Ability to work under pressure and manage multiple tasks effectively.
• Accustomed to operating in a KPI driven environment
  
  

• Associate’s or bachelors degree in Information Technology, Computer Science or a related field
• More than 5 years of experience in a technical support or service desk role.
• Advanced knowledge of network protocols, cybersecurity principles and cloud services
• Proven ability to handle high-pressure situations and manage multiple tasks simultaneously
• Previous experience of working in cGMP environment
• Knowledge of Digital Experience (DEX) solutions and how to leverage them to identify root-cause analysis
• Experience with service management tools (e.g., ServiceNow).
• Familiarity with Microsoft products (e.g., Teams , OneDrive, M365, Server Operating systems, Azure, InTune, AutoPilot, etc).
• Knowledge of machine learning and artificial intelligence
• Additional certifications as CompTIA A+, ITIL Foundations (or higher), etc