Description:
The Digital Site Services Specialist is responsible for delivering comprehensive support for both endpoint environments and remote site operations. This role involves diagnosing and resolving technical issues using diagnostic tools and standard operating procedures, ensuring the smooth functioning of all endpoint systems, and addressing hardware and software problems. The Specialist provides essential technical support and guidance to users and support teams, manages digital inventory, and contributes to digital projects. Additionally, the role supports site operations, including audio visual systems, network connectivity, server replacement, and other digital infrastructure components. This ensures that the organisation can run smoothly and efficiently, with minimal disruptions to its digital operations.
Your Role Will Involve
- Technical Support: Providing timely and effective technical assistance to end-users for hardware and software issues at Hub and Remote sites. This includes hardware rollouts, troubleshooting issues, performing regular maintenance, service request and incident management. Responsibilities involve logging, tracking, and resolving incidents and service requests using ITIL practices to ensure minimal user disruption. Additionally, support encompasses network connectivity and digital infrastructure troubleshooting and/or replacement as required in collaboration with other digital teams.
- Asset Management: Updating CMDB with all hardware and software assets for all end user and audio visuals equipment, ensuring they are properly managed and accounted for. Contributing to the lifecycle management and replacement of aged hardware and associated projects.
- Implementations: Contribute to CORE and continual improvement projects and initiatives including the deployment of new systems, technologies, and processes.
- Data Centre (DC) Support: Provide timely and efficient technical assistance for the operation and maintenance of data centres to ensure optimal performance and security. This includes supporting projects as required, including hardware installation and decommissioning, as well as managing incidents and service requests in accordance with ITIL practices to minimise system disruption.
- User Experience: Enhancing the user experience by ensuring that services are reliable, efficient, and meet the needs of the users. This involves collaborating with digital teams to identify and/or implement improvements and contributing to Operational Performance Metrics and dashboards.
- Audio Visual: Implement and support audiovisual (AV) solutions as per approved designs, ensuring seamless integration and functionality. Provide ongoing support and regular maintenance for AV systems, addressing technical issues promptly to reduce downtime and maintain a high standard of meeting room readiness.