This job is with JCDecaux, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ business community. Please do not contact the recruiter directly. Within JCDecaux UK the role of Digital Support Analyst (DSA) provides the company with support for the digital estate of over 9000 network connected assets and associated applications. The role is pivotal in supporting the rapidly growing number of digital players, which generate 85% of the company's turnover, and sits within the Digital team, part of Operations Systems and Support. The role reports to the Digital Support Manager (DSM) and provides additional support to the Operations and Projects Departments during and post deployment of digital assets to the field. JCDecaux UK is a challenging and ever evolving company where improvements to processes, systems and working practices are continually strived for, and the role of DSA is crucial to both the department and wider company's success. What you'll be doing Issue Management & Support • Improve systems by studying current practices; suggesting modifications to the DSM and BA-DIG • Prepare incident reports collecting, analysing and summarizing information • Implement base and player firmware upgrades to digital player and router estate • Configure players, routers for new large format installations, replace specialist IT equipment (Cisco, Raritan, Ubiquiti), working with Operations and the project teams • Analysis of issues and incidents logged to the Service Delivery ticket system • Monitoring of primarily large format digital network equipment • Support for scheduling digital campaigns and one off exceptional or unusual dynamic campaigns • Highlight and escalate concerns regarding physical / network security concerns to DSM for review and appraisal • Maintain documentation and asset tracking systems Key Responsibilities • Provide technical assistance and troubleshooting to DST (London and Manchester) Field Technicians throughout the regions, for players, routers, network and screen issues • Livetouch configuration - obtaining SIP Exts through XINIX SIP portal. Management of Livetouch screens through MCP with correct GPS/map info for Infocus Hubs. Ensure Livetouch players are running correct/latest OS • Resolve technical problems escalated from Analyst Assistants in a timely manner and escalate as necessary • Conduct training sessions and create Knowledge Share documents and user guides; for the DMS team and wider Digital Team. • Keep abreast of new JCD hardware and screens (Dynascan/LED/Arbor/Teletonika) as rolled out by Projects, and produce documentation to assist with their monitoring • Gather feedback and report/escalate common issues to the DSM and DIT/Corp for further analysis and resolution. Analyse data for re-occurring issues and propose resolution or escalate to DIT/Corp • Gather data from monitoring tools to incorporate into Proactive Maintenance (monocolors, code 261s, fans and PSUs). Use available monitoring tools to proactively arrange on site repairs in a timely manner. Ensure MRI Digiboard MACs are linked to player MACs regularly updating Corp Spreadsheet • Build strong relationships with the wider Digital Team's Stakeholders (DIT, Corp, CM, Partnerships and Projects) Stakeholder Management • Communicates with project stakeholders at all levels • Forges and strengthens relationships with the business • Communication of issues and risks in projects to the DSM, BA-DIG • Excellent interpersonal skills to build and sustain positive relationships with stakeholders, both internally and externally Technical • Responsible for the configuring and management of network cameras & ancillary devices • Experience of working with digital out of home technologies (KIS, Broadsign OneLAN, Corp Systems such as Web Monitoring, etc ) • Experience of configuring and building workflows in Helpdesk systems (Connect, Zendesk, etc) • Confirming procurement equipment quantities to the DITM for site builds • Loading players with specific operating system and player builds • Experience using various operating systems (Linux and Windows variants) A little bit about you Personal • Ability to listen, adapt and make suggestions• Ability to persuade, to negotiate• Ability to make measured appraisal of risk in different situations• Languages: Fluency in English, French desirable • Highly motivated and project orientated• Strong organisational skills and attention to detail• Strong communication and documentation skills• Excellent analysis, testing and troubleshooting skills• Strong written and presentation skills• Systematic and timely approach to incident management• Confident to take the lead on digital support issues and have the confidence to work on challenging and complex support problems• Adherence to health and safety guidelines when working on site and undergo any required trainingQualifications• Educated in a Business, IT or engineering related field or relevant industry experience with at least 4 years in a technology support function/role • Working towards CMNO, CCNA or equivalent A little bit more about us We believe in building a diverse and inclusive culture and positive employee experience. We are One Team, more than just ourselves. We are customer first, we understand, and help solve our customers' problems. We Test & Learn, we are empowered to learn and grow, unafraid of change. We choose to care, we are committed to doing the right thing, the right way. It's really important to us that we give as much to our colleagues as they give to us. Our latest Belonging Survey showed that our colleagues feel valued and listened to as we continue to build an environment where everyone can thrive, grow, belong and be their authentic selves. We believe that diversity of thought, experience and background provides the platform for great creativity, We are committed to equal employment opportunities regardless of race, colour, ancestry, religion, national origin, sexual orientation, age, citizenship, marital status, disability or gender identity. About our recruitment process…. 1. You find or get sent this job advert, read it, and feel like you're you'd be a great addition to the JCD family. 2. You send in your application to let us know you're interested. 3. We see your application, get excited, and give you a call. 4. You'll meet us twice, depending on the role prepare a presentation and we'll get to know each other. 5. You'll begin your journey with us, were excited to support and develop you throughout you career. LI-DNI