Digital Technical Support Specialist, 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 would ideally be able to access our office in Baldock, Hertfordshire.   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 A need to mobilize for onsite work as required - although this is not a huge commitment 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   #LI-PL1   #LI-Hybrid