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- Tasks: Assist in troubleshooting and resolving customer service tickets related to digital signage technology.
- Company: Join a global leader in Customer Experience Technology, enhancing retail experiences with innovative solutions.
- Benefits: Enjoy a full-time role with opportunities for professional growth and a collaborative work environment.
- Why this job: Be the front-line hero in tech support, making a real impact on customer satisfaction and engagement.
- Qualifications: 3+ years in IT support, customer service experience, and knowledge of digital signage technologies required.
- Other info: Position based in Essex; must be commutable to the area.
The predicted salary is between 30000 - 42000 ÂŁ per year.
We are specialists in designing, delivering, and supporting all aspects of Customer Experience Technology globally. This might be Digital Signage, LCD and LED Displays, Mobile Technology, Augmented Reality, Virtual Reality and Virtual Try-On solutions that enhances the retail experience for shoppers and delivers incremental revenues and loyalty for our customers. Our work is featured in key verticals like: Retail, Hospitality, Healthcare, Financial Services DOOH, and Government. We deliver best-in-class hardware, software, and support solutions to our clients that include digital signage, interactivity, wayfinding, content management software, custom solutions and advanced support and analytics platform. We are a global provider of digital signage and engagement solutions.
Overview
The Service Desk Technician role is responsible for responding to the Service Desk ticketing system and workload. The successful candidate will assist in troubleshooting level 1 and level 2 tickets, assigning out advanced tickets, and coordinating on-site repairs where applicable. Additionally, an ideal candidate has experience in the digital signage world, understanding video engineering, and has worked with LED technology including processors/controllers and associated software. Reviews/documents issues to identify practices that can be simplified as well as assist in creating proactive monitoring with our NOC platform to avoid downtime. The Service Desk Technician is the front-line of our Service Desk and the successful candidate will create moments of positive interaction with our customers. The role requires creating basic service proposals and technical experience troubleshooting core services such as Windows 10/11, Android, display technologies, and (Content Management System) CMS along with customer service experience.
Duties and Responsibilities
- Reviews ticketing system
- Manages system access requests for our CMS
- Works with Compliance team to manage system access.
- Works with field technicians to troubleshoot on-site work
- Serves as the initial point of contact for resolution CMS/display/connectivity/hardware related problems and receives support from internal and 3rd party support resources.
- Troubleshoots, researches, diagnoses, documents, and resolves technical incidents related to CMS, display, and other hardware
- Triage and ultimately resolve client incidents and requests via face-to-face, email and telephone interactions.
- Assists in building Confluence and Knowledge Base for FAQs and Common Issues
- Assists in training for our customers
- Manages critical issues after hours, as-needed, including rotational weekend coverage
Skills and Qualifications
- 3+ years’ experience supporting PC’s and peripherals.
- 3+ years’ experience in customer service/customer facing position
- 3+ years’ experience in digital signage
- AVIXA certifications a plus
- LED and Large Format Display knowledge
- Bachelor\’s degree in Computer Science, Information Technology, or related field
- Professional behavior that enhances productivity and promotes teamwork / cooperation and with clients
- Well organized and ability to time manage to coordinate and prioritize multiple tasks simultaneously
- Problem solver and solution-oriented
- Communicates effectively, both verbally and in writing, with the ability to summarize complex issues to various audiences.
- Knowledge of Zendesk
- Knowledge of RMM and MDM software a plus (eg Teamviewer, Connectwise, Hexnode, etc)
- Knowledge of PowerShell or Windows scripting is a plus
- Interfaces effectively with individuals at all levels of the organization and outside the organization
The position is based in Essex, UK. All applicants must be commutable to Essex.
Seniority level
-
Seniority level
Mid-Senior level
Employment type
-
Employment type
Full-time
Job function
-
Job function
Information Technology
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Service Desk Technician employer: Ground Support Labs
Contact Detail:
Ground Support Labs Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Technician
✨Tip Number 1
Familiarise yourself with the latest trends in digital signage and customer experience technology. Understanding the specific technologies we use, such as LED displays and content management systems, will give you an edge during interviews.
✨Tip Number 2
Brush up on your troubleshooting skills, especially for Windows 10/11 and Android systems. Being able to demonstrate your problem-solving abilities in real-time scenarios can significantly impress our hiring team.
✨Tip Number 3
Network with professionals in the digital signage industry. Engaging with others who have experience in similar roles can provide valuable insights and potentially lead to referrals that enhance your application.
✨Tip Number 4
Prepare to discuss your customer service experiences in detail. Since this role involves direct interaction with clients, showcasing your ability to create positive customer experiences will be crucial during the interview process.
We think you need these skills to ace Service Desk Technician
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Service Desk Technician position. Understand the key responsibilities and required skills, especially those related to digital signage and customer service.
Tailor Your CV: Customise your CV to highlight relevant experience in IT support, customer service, and any specific knowledge of digital signage technologies. Use keywords from the job description to ensure your CV aligns with what the company is looking for.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for technology and customer service. Mention specific experiences that demonstrate your problem-solving skills and ability to communicate effectively, as these are crucial for the role.
Showcase Technical Skills: In your application, emphasise any technical skills you possess that are relevant to the role, such as knowledge of Windows operating systems, CMS, or scripting languages. Providing examples of how you've used these skills in past roles can strengthen your application.
How to prepare for a job interview at Ground Support Labs
✨Know Your Tech
Familiarise yourself with the specific technologies mentioned in the job description, such as digital signage, LED displays, and content management systems. Being able to discuss your experience with these technologies will show that you're a strong candidate.
✨Customer Service Focus
Since the role involves direct interaction with customers, prepare examples of how you've successfully handled customer service situations in the past. Highlight your problem-solving skills and ability to create positive interactions.
✨Demonstrate Troubleshooting Skills
Be ready to discuss your approach to troubleshooting technical issues. You might be asked to walk through a scenario where you had to diagnose and resolve a problem, so think of specific examples from your previous roles.
✨Prepare for Teamwork Questions
The job requires collaboration with field technicians and compliance teams. Prepare to discuss your experience working in teams, how you handle conflicts, and how you contribute to a cooperative work environment.
