As a Digital Support Specialist, you will deliver high-quality support for systems, platforms, and digital services used across RSSB and by external rail industry stakeholders. You’ll provide first- and second-line support, balancing user-focused troubleshooting with system and application administration to ensure a seamless experience for internal and external users. This role combines a broad technical skillset with a service-oriented mindset. You’ll support end-user devices and infrastructure, as well as enterprise platforms such as Microsoft 365, Entra ID, and Dynamics 365. You’ll also manage onboarding and offboarding processes, device and access administration, and collaboration tools like Teams and SharePoint. The successful candidate will proactively manage service desk requests, identify recurring issues, and drive continuous improvement through collaboration with colleagues, suppliers, and the wider Digital team.

This is a 12 month fixed term role based at the RSSB office in Fenchurch Avenue with hybrid working.  In-office days will be based in the City of London, supported by a commuting travel subsidy benefit. The close date for the role is 7th December 2025. 

What you'll do: 

• 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.

Full role details can be found in the job description here: Digital Support Specialist JD. 

What we're looking for: 

• 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.

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.