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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