IT Service Technician
Department: Technical Services
Reports to: Technical Services Lead
Role Overview
You will play a key role in the development, implementation, and support of digital systems and services. You will ensure operational excellence by maintaining seamless connectivity, system performance, and customer satisfaction across our digital platforms.
Qualifications & Experience
* Bachelor’s degree in Engineering, Technology, or a related discipline
* Excellent verbal and written communication skills, with the ability to support both customers and internal teams
* Strong problem-solving, analytical, and decision-making abilities
* Ability to perform effectively under pressure and manage multiple priorities
* Familiarity with Programmable Logic Controllers (PLCs)
* Awareness of Cyber Security principles and best practices
Key Responsibilities
Digital Services Operations
* Act as the primary point of contact for IoT Monitoring Devices within the Service Operations team
* Monitor connected customer assets and ensure reliable system performance
* Support the procurement, installation, and commissioning of equipment for both new and retrofit installations
* Activate and configure equipment through the web portal, ensuring accurate linkage to customer systems
* Verify system performance, signal strength, and data transmission integrity
* Monitor alarms and escalate performance issues appropriately
* Contribute to the development and continuous improvement of equipment operational processes
* Support the creation and accuracy of predictive maintenance dashboards
* Compile and deliver trending and performance reports to internal and external stakeholders
* Ensure automated reports meet customer requirements and expectations
* Conduct operational reviews and highlight any system issues or improvement areas
Technical Support & Administration
* Provide remote technical support to customers and resolve technical queries efficiently
* Analyse system data to generate performance and status reports
* Maintain ownership of your work schedule and manage priorities proactively
* Participate in monthly strategic meetings with the European Digital Services Team to share updates and contribute to service enhancements
Other Duties
* Occasional travel, including overseas, for business, training, or project support
* Carry out any other related duties as assigned by management
Core Competencies
* Ownership & Accountability – Demonstrates responsibility for work outcomes and proactively resolves issues
* Professionalism – Maintains respectful, supportive relationships with customers and colleagues
* Team Collaboration – Actively supports colleagues and contributes to a positive team environment
* Continuous Improvement – Seeks opportunities to enhance service quality and operational efficiency
* Policy Compliance – Adheres to all company policies, procedures, and standards
* Flexibility – Adapts to changing priorities and is willing to support additional duties as required
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