Digital Workplace Services Specialist (Site Support)
Job Requisition ID: 26WD99070
About the Role
We are looking for a highly motivated Digital Workplace Services Specialist to provide exceptional on‑site technical support and deliver a seamless workplace technology experience. In this role, you will act as the face of IT, supporting employees across office and hybrid environments, ensuring maximum uptime, and driving a high standard of customer experience. You will work closely with global IT teams while delivering hands‑on support, contributing to projects, and maintaining office technology environments.
Key Responsibilities
End‑User Support
- Provide day‑to‑day on‑site technical support for desktops, laptops, mobile devices, and office technology
- Install, configure, and troubleshoot hardware and software across Windows, Mac, and mobile platforms
- Diagnose and resolve technical issues promptly, ensuring minimal disruption to users
- Deliver end‑user guidance and training where required to improve user productivity
Executive (VIP) Support
- Provide high‑touch, white glove support to executives and senior stakeholders
- Ensure readiness of executive technology, meetings, and key business events
- Respond rapidly to critical issues with a high level of professionalism and discretion
Workplace & Office Technology
- Ensure meeting rooms and collaboration spaces are fully operational and well‑maintained
- Support collaboration tools and associated technologies (e.g. conferencing systems)
- Maintain and support infrastructure areas such as IDF/MDF rooms in partnership with network teams
Asset & Lifecycle Management
- Manage hardware lifecycle activities including provisioning, shipping, receiving, and asset tracking
- Maintain accurate asset records and ensure compliance with internal processes
- Administer deployment of equipment and software solutions across the business
Projects & Continuous Improvement
- Support and participate in local and global IT projects (e.g. device rollouts, office upgrades)
- Collaborate with infrastructure, network, and collaboration teams to deliver solutions
- Contribute to process improvements and knowledge documentation
Service Delivery & Collaboration
- Act as a key liaison between IT and business stakeholders
- Manage and prioritise workload effectively, ensuring SLA targets are consistently met
- Deliver a high standard of customer service and maintain strong user relationships
- Work collaboratively across IT teams to ensure efficient request handling and resolution
Required Skills & Experience
- Proven experience (typically 3+ years) in IT support within a complex environment
- Strong troubleshooting skills across hardware, software, and operating systems
- Hands‑on experience supporting Windows 10/11 and macOS environments, Microsoft 365 and collaboration tools, mobile devices and workplace technologies
- Familiarity with device deployment tools (e.g. Autopilot, JAMF) and identity services (e.g. Active Directory)
- Experience using IT service management tools (e.g. ServiceNow, Wolken)
- Strong customer service mindset with the ability to communicate effectively at all levels
- Ability to prioritise tasks, multi‑task, and work independently in a fast‑paced environment
Preferred Qualifications
- Experience supporting collaboration tools and meeting room technologies (e.g. Zoom Rooms, Teams Rooms, HP/Poly Conference Equipment)
- Knowledge of asset management and lifecycle processes
- Relevant certifications (e.g. CompTIA A+, HDI, Microsoft MCP)
- Post‑secondary education in IT or related field (or equivalent experience)
What Success Looks Like
- Delivers fast, reliable support with minimal disruption to users
- Builds strong relationships and trust with employees and stakeholders
- Maintains high standards across workplace technology and environments
- Contributes to continuous improvement and project delivery
- Acts as a proactive, dependable partner within IT
Working Environment
- Primarily on‑site role, supporting office‑based employees and facilities
- Involves occasional travel to support regional sites (as required)
What you’ll do
- Provide on‑site technical support for hardware, software, and workplace technology
- Deliver high‑touch white glove support to executives
- Support meeting rooms and collaboration tools to ensure smooth operations
- Manage device lifecycle (provisioning, deployment, asset tracking)
- Troubleshoot issues quickly and maintain high service standards
- Partner with IT teams on projects and continuous improvement initiatives
What you’ll bring
- 3+ years’ experience in IT support within a fast‑paced environment
- Strong Windows and Mac troubleshooting skills
- Experience with Microsoft 365, device deployment (Autopilot/JAMF), and service tools
- Excellent customer service and communication skills
- Ability to prioritise and work effectively on‑site
