Role Overview

The Technology Support Specialist is responsible for delivering end-user technology support services across workplace environments, including hardware support, incident management, and asset lifecycle activities. The role contributes to maintaining stable, secure, and efficient end-user technology operations while ensuring a high level of user experience.

Key Responsibilities

End-User Support and Incident Management

Provide onsite support for end-user technology issues at the Client's office location during agreed core business hours, unless otherwise agreed.
Troubleshoot and resolve hardware and peripheral-related incidents
Manage incidents and service requests through the Client's ITSM system
Ensure accurate and detailed documentation of all incidents and requests, including resolution steps and relevant knowledge references
Diagnose and resolve a range of end-user issues of moderate complexity, escalating where required
Utilize standard diagnostic tools, remote support tools, and knowledge base resources to resolve incidents
Communicate technical issues and resolutions clearly to end users, ensuring a positive and professional support experience
Provide basic guidance or education to users on supported technologies where appropriate

Hardware Support and Lifecycle Services

Perform break/fix activities and coordinate hardware replacements
Execute lifecycle activities including installations, moves, adds, and changes
Coordinate with OEM vendors for warranty and repair services
Perform physical handling, installation, and relocation of end-user equipment, including large form-factor displays, as part of workplace support activities

Asset and Inventory Management

Maintain accurate asset and inventory records
Manage onsite inventory, including spare equipment and loan devices
Support audit and compliance activities

Onsite Support and Workplace Services

Provide support aligned to agreed service coverage requirements and business demand
Provide onsite support across Client locations where required, including alternate work sites
Provide support outside of standard business hours on an ad-hoc basis where required to support critical activities, incidents, or business events
Support workplace technologies including meeting rooms and AV equipment
Assist with business-critical activities where required

Vendor and Third-Party Coordination

Coordinate with external vendors and service providers
Facilitate onsite activities involving third-party technicians
Support basic procurement-related activities where required, including obtaining quotations, coordinating with suppliers, and facilitating order processes in alignment with Client guidelines

Continuous Improvement

Contribute to knowledge documentation and SOPs
Identify opportunities to improve service delivery and user experience

Skills and Experience:

Strong hands-on knowledge of end-user technology support, including troubleshooting across hardware, peripherals, and workplace devices
Familiarity with enterprise ITSM tools (e.g., ServiceNow)
Strong problem-solving and communication skills
Ability to work effectively in a corporate environment
Ability to perform hands-on, onsite support activities, including physical setup and relocation of workplace technology equipment.

Desktop Support Specialist