Digital Support Engineer

Key Responsibilities Customer Experience & Service Excellence Provide a friendly, professional, and customerfocused support service across the Tech Bar and Digital Support channels. Assist colleagues in resolving common IT issues, offering clear and jargon free communication throughout. Support regular floorwalking activities to ensure colleagues can access help at point of need. Promote Trust values by acting as a positive and helpful first point of contact. Technical Support & Escalation Provide firstline resolution of routine incidents such as password resets, account lockouts, minor software issues, and basic hardware faults. Support device setup, configuration tasks, and simple equipment fixes where appropriately trained. Log all incidents accurately within the Sunrise ITSM tool, ensuring clear triage notes. Escalate more complex or unfamiliar technical issues to the Lead Digital Support Engineer or other Digital teams as appropriate. Follow established procedures and technical guidelines to ensure safe and effective resolution of support tasks. Team Support & Collaboration Work collaboratively with Digital Support Engineers and senior colleagues. Share knowledge and support peers informally to ensure consistent service delivery. Assist in embedding new procedures and quality standards as directed by line management Incident, Problem & Service Quality Management Prioritise tasks in line with service expectations, escalating when service levels may be at risk. Ensure accurate, timely documentation of all activities, including incident details, actions completed, and any followup required. Identify recurring issues and report them to senior colleagues to support problem management. Tech Bar Support Provide basic troubleshooting and reassurance to colleages experiencing IT issues when presented to the Tech Bar Support service continuity by helping staff recover quickly from disruptions. Assist in rollout activities such as device swaps, basic configurations, and peripheral setup