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Digital Signage Support Analyst

1 month ago

Toronto, Ontario, Canada Soroc Technology Full time

Soroc is seeking a Digital Signage Support Analyst on contract for one of our clients in the GTA. Note: We don't provide any visa sponsorship

About the Role - As a Digital Signage Support Analyst, you will be responsible for providing remote technical support, troubleshooting, and hardware management for digital signage systems, including LED, LCD, and interactive touch screens, deployed in retail spaces. This role includes overseeing the installation, setup, and ongoing maintenance of these digital signage displays, offering guidance to retail staff and technicians over the phone, and ensuring minimal downtime in the retail environment. You will manage support tickets, monitor system performance, and collaborate closely with clients and internal teams to resolve issues, ensuring seamless operation of both static and interactive digital signage systems.

Required Skills/Experience:

  • Experience: 3+ years of experience in technical support or IT support, with a focus on digital signage systems (LED, LCD, interactive touch screens) or related technologies, particularly in a retail setting.
  • Technical Expertise: Strong understanding of digital signage hardware, including static and interactive displays, media players, network configurations, and software for interactive touch screens. Skilled in diagnosing and resolving hardware and software issues remotely.
  • Interactive Screen Support: Experience troubleshooting interactive screens, including touch functionality, calibration, and software compatibility issues.
  • Retail Experience: Familiarity with the challenges of maintaining digital signage in a retail environment, with a focus on minimizing downtime and ensuring system reliability.
  • Ticketing Systems: Proficient in using ticketing systems (e.g., Jira, Zendesk, ServiceNow) to manage, prioritize, and track support cases efficiently.
  • Phone Support & Communication: Excellent phone communication skills, with the ability to explain technical problems and guide retail staff through troubleshooting processes in a clear, patient, and professional manner.
  • Remote Support Tools: Proficient in using remote support tools (e.g., TeamViewer, LogMeIn) to assist in diagnosing and resolving hardware and software issues remotely.
  • Problem-Solving: Strong troubleshooting and analytical skills, with a focus on resolving issues quickly and effectively, particularly for interactive screen systems.
  • Documentation & Reporting: Ability to maintain detailed records of support tickets, document troubleshooting actions, and generate reports on system performance and recurring issues.
  • Collaboration: Ability to work collaboratively with internal teams, external vendors, and technicians to resolve hardware issues and improve overall support processes.