IT Support Technician- Digital Concierge

Job Description: Tech Foundation – Digital Concierge

Role Summary:
The Tech Foundation Digital Concierge acts as the on-ground support and single point of guidance for business users in BG market locations. The role ensures effective adoption of global Tech Foundation processes and services, supports quick issue resolution, and helps eliminate unnecessary local deviations to unlock value from global solutions.

Key Responsibilities:

• Provide on-site support for printing, meeting rooms, laptops, networks, servers, and townhall streaming activities.
• Act as the local interface for Tech Foundation teams and third-party vendors during incidents, refreshes, and deployments.
• Guide users to correct global processes, tools, and policies (UNA, IHD, vBSC, mobiles, laptops, iPads).
• Support issue triage, escalation, and SLA adherence with central/global teams.
• Identify and reduce local inefficiencies, contracts, and process deviations in favor of global standards.
• Capture user feedback and drive continuous improvement in customer experience.

Required Experience & Skills:

• Strong knowledge of Tech Foundation / IT services.
• Experience working with global and virtual teams.
• Strong customer service, communication, and stakeholder management skills.
• Problem-solving mindset with an understanding of IT service management and user experience.

Reporting & Location:

• Reports to: Deployment Team Regional Leads
• Location: BG Market Locations
• Scope: Local