Digital Support Specialist

The Digital Support Specialist plays a critical role in delivering high-quality support for the systems, platforms, and digital services used across RSSB and by external rail industry stakeholders. Acting as first and second-line support, this role balances user-focused troubleshooting with in-depth system and application administration, ensuring a seamless experience across both internal and externally facing applications. 

This position combines a broad technical skillset with a service-oriented mindset, supporting not only end-user devices and infrastructure but also enterprise platforms, including Microsoft 365, Entra ID, and Dynamics 365. The role is integral to onboarding and offboarding processes, device and access management, and the administration of collaboration tools such as Teams and SharePoint. 

The successful candidate will proactively manage service desk requests, provide insight into recurring issues, and contribute to continuous improvement through collaboration with colleagues, suppliers, and the wider Digital team.  

• Provide first and second-line technical support to both internal and external users across hardware, software, applications, and digital services via the service desk, phone, and in-person support. 
• Support external users of RSSB’s public-facing or industry-specific applications, assisting with account management, system navigation, and technical troubleshooting. 
• Deliver effective support for Microsoft 365 services, including Outlook, Teams, SharePoint, OneDrive, and associated collaboration tools, ensuring prompt resolution of access, configuration, and performance issues. 
• Administer and maintain user accounts, permissions, and security groups across Entra ID (Azure Active Directory), Microsoft 365, including Teams and Exchange, as well as internal and external digital platforms, in accordance with access control policies. 
• Package, test, and release new applications or system updates into production following approved deployment processes. 
• Provide technical support for meetings and events, including AV setups, hybrid meeting tools, and live-streaming technologies. 
• Manage and troubleshoot corporate devices (e.g., laptops, tablets, phones), deploying configurations and applications using Microsoft Intune or equivalent mobile device management (MDM) solutions. 
• Facilitate onboarding and offboarding processes, including device setup, user provisioning, and decommissioning or redeployment of IT assets. 
• Support asset lifecycle management, including maintenance and compliance with device policies and regulations. 
• Promote and implement best practices for device security, ensuring endpoint protection, data encryption, and policy compliance. 
• Identify trends and recurring issues in incidents and service requests to inform problem management processes and propose permanent solutions. 
• Maintain accurate records of IT incidents, service requests, and changes within the RSSB Service Desk platform, escalating issues as necessary and tracking to resolution. 
• Build and maintain collaborative relationships with external suppliers, vendors, and business owners to support service delivery. 
• Proactively monitor the performance and availability of business-critical applications, escalating issues as required under defined Service Level Agreements (SLAs). 
• Collaborate with Digital and business teams to support project delivery, system rollouts, and service improvements. 
• Contribute to tender evaluations, technology assessments, and supplier onboarding to support the implementation of new digital solutions. 
• Share knowledge with colleagues and end-users by creating and maintaining internal documentation and knowledge base articles. 

Essential 

• Industry-recognised certifications or demonstrable experience in a relevant field (e.g. Computer Science, CompTIA, Microsoft certifications). 
• Practical experience with the ITIL framework, particularly incident, problem, and change management. 
• Proven track record of providing first- and second-line application support and technical troubleshooting, including support for internal and external users.
• Experience administering and supporting Microsoft 365 applications (Outlook, SharePoint, Teams, OneDrive), including user access, permissions, and configuration. 
• Experience with Entra ID (Azure Active Directory), including user provisioning and managing security groups. 
• Proficient in managing devices using Microsoft Intune or equivalent Mobile Device Management (MDM) tools. 
• Experience with hardware support and rebuilds (laptops, peripherals, AV equipment), including device commissioning and redeployment. 
• Experience supporting hybrid work environments, including AV and live-streaming solutions. ]
• Familiarity with external-facing platforms or applications, providing support to users outside the organisation. 
• Ability to create and maintain technical documentation, as well as contribute to a shared knowledge base. 
• Communicates effectively and shares thoughts and ideas through methods appropriate to the audience.  
• Adapts and responds positively when embracing new opportunities, changing, and navigating uncertainty.  
• Actively contributes as part of a team and works towards achieving team goals and outcomes.  
• Takes responsibility and demonstrates accountability in completing tasks and achieving objectives, actively seeking to resolve problems and identify opportunities.  
• Committed to customer service and placing customer satisfaction at the heart of our success to ensure we deliver against our shared goals.  
• Can work collaboratively within an evolving industry, gaining stakeholder confidence through understanding their goals and motivations and demonstrating credibility as an expert. 
• Makes timely, informed decisions taking account of the benefits and constraints involved. 

Desirable: 

• Experience with Dynamics 365 support and integration with M365, where applicable. 
• Experience with Power Platform, particularly Power Apps and Power Automate, in a support or administrative capacity. 

We are committed to investing in our staff and offer formal and informal learning opportunities for development.

We value diversity and equal opportunities in employment and are committed to creating a workplace which is inclusive to everyone. As a member of the Disability Confident Scheme, we encourage candidates with disabilities who meet the minimum criteria, to apply for our jobs. If you have applied under the Disability Confident Scheme, please let us know in advance by emailing vacancies@RSSB.CO.UK Find out more about Diversity and Inclusion at RSSB: Rail Safety and Standards Board Careers - VERCIDA

If you require any reasonable adjustments with respect to our selection process including information in an alternative format, please contact us at vacancies@rssb.co.uk

We understand the importance of work-life balance and we offer our staff the flexibility to work within our core hours and the option to vary their location between both the office and home. If you are looking for further flexibility, speak to us at interview stage so that we can consider your request.

We value our staff and we offer a competitive benefits package to ensure our staff can achieve their best throughout their journey with us. This includes 30 days annual leave (plus bank holidays); a holiday buy and sell scheme; private medical and dental cover; a season ticket loan and travel subsidy; access to a cycle to work scheme; volunteer leave; a performance related bonus and pension.