IT Support and Digital Customer Solutions Specialist

About the role

The Digital Customer Solutions & IT Support Specialist will provide reliable technical support across hardware, software, networks, workplace systems, and digital customer platforms, serving both internal users and external customers.

Key responsibilities

• Troubleshoot and resolve hardware, software, network, application, user access, and digital platform issues while minimizing business disruption.
• Install, configure, maintain, and support desktops, peripherals, applications, meeting‑room technology, user accounts, and workplace IT equipment.
• Log, prioritize, document, and escalate incidents and service requests in line with agreed service standards.
• Support users and customers in adopting IT systems, digital tools, and Digital Customer Solutions through guidance and training.
• Manage IT assets and inventories, including device deployment, lifecycle tracking, SIM cards, mobile devices, replacements, and audit‑ready records.
• Provide technical input for evaluation, standardisation, replacement, and procurement of end‑user technology and customer‑facing digital solutions.
• Prepare IT and DCS reports covering incidents, SLA performance, support volumes, recurring issues, adoption trends, feedback, and improvement actions.
• Collaborate with departments, vendors, regional IT teams, and data quality forums to drive secure, compliant technology use and continuous improvement.

Required profile

• 2–3 years of experience in IT support, user support, technical service delivery, or digital customer solutions.
• Strong communication skills with the ability to explain technical matters clearly to non‑technical users and customers.
• Customer‑focused, collaborative, and compliant approach in a fast‑paced business environment.

Required skills

• Hardware and software troubleshooting
• Microsoft 365
• Networking fundamentals
• IT Service Management (ITSM)
• Cybersecurity basics
• SharePoint
• Power Automate
• Power Apps
• Basic data analysis and automation
• System integrations
• IT asset management

What we offer

• Career support and growth opportunities within an international environment
• Training and development aligned with Global DHL Standards
• Coaching and feedback culture supporting short‑term and long‑term development goals
• Values‑led workplace built on DHL’s culture of “Respect and Results”