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.
