Digital Experience Operations Engineer

Department:

Shift timing

About the Role

Digital Experience Operations Engineer

What Youll Do

End-User & Event Support

Act as the single point of contact for technical issues, questions and escalations

Deliver hands-on support for laptops, desktops, mobile devices, and AV equipment.

Provide on-site and remote support at corporate events and offsite locations.

Troubleshoot and resolve hardware, software, and network issues.

ServiceNow, Jira or Fresh for ITSM ticketing familiarity.

Device & Asset Management

Provision and configure laptops and mobile devices for new hires and replacements with Intune end point standards.

Track and manage IT assets, warranties, and inventory lifecycle.

Coordinate with vendors for procurement, repairs, and asset disposal.

User Lifecycle & Access Management

Manage user accounts, permissions, and group policies using Azure AD, Endpoint Manager, and Exchange.

Support onboarding and offboarding processes, ensuring smooth transitions.

Operational Excellence

Create and maintain service desk procedures and end-user documentation.

Identify and implement process improvements to enhance service delivery.

Support office moves, technology rollouts, and global IT projects.

Printing, Scanning & Mobile Device Management

Administer corporate printing and scanning solutions.

Manage mobile device provisioning, troubleshooting, and vendor coordination.

Metrics & Reporting:

Monitor and report on ticket resolution metrics, user satisfaction scores, and recurring issues to drive data-informed improvements.

What You Bring

HBO degree in ICT or related field.

2+ years of experience in IT support or service delivery, ideally in a fast-paced, global environment.

Strong knowledge of Microsoft technologies: Windows OS, Office, Teams, Endpoint Manager, Azure AD, Exchange, Citrix, and Active Directory.

Familiarity with network fundamentals and VPN troubleshooting.

ITIL certification (or willingness to obtain).

Excellent communication skills in English; other languages are a plus.

A customer-first mindset with a passion for solving problems and improving user experiences.

Willingness to travel for training, events, and team-building activities.