Engineer, Digital Service Support (Field)

Role summary

This position is responsible for supporting and improving digital service operations by building reliable compliance tracking practices, delivering compliance awareness and training, performing audits, and keeping support policies and procedures current. The aim is to maintain regulatory alignment, protect service integrity, and ensure support activities meet required standards.

In addition to day-to-day technical support, the role coordinates discussions with stakeholders, works with external partners to keep support services aligned, and serves as the main escalation point for complex support cases. The engineer contributes to fast issue resolution, operational continuity, and a consistently high service experience.

System support

• Carry out routine checks and handle support activities so digital solutions continue to run smoothly and efficiently.
• Investigate, isolate, and resolve technical faults across the digital solutions environment to reduce disruption and downtime.
• Work with vendors and suppliers to arrange system enhancements, maintenance, and repairs while ensuring service quality expectations are met.
• Track open and pending incidents with the relevant digital solutions team and follow through until closure.
• Provide technical and engineering support that helps maintain stable digital operations.

Reporting and documentation

• Prepare accurate and timely departmental reports and statements in line with internal standards and policy requirements.
• Keep project documentation current so service delivery and project progress are properly recorded.
• Gather customer feedback on support services, review service gaps, and present observations to the Digital Solutions Senior Engineer for possible process changes.

Customer service improvement

• Create practical approaches to strengthen customer support through better digital service delivery and improved user satisfaction.
• Put feedback loops in place to regularly assess service quality and support ongoing improvements.
• Partner with marketing and communications teams to share updates about new digital services and available support channels.

Support process optimization

• Review and refine support processes on a regular basis so they remain effective and efficient.
• Coordinate with external vendors and suppliers to ensure support services are delivered to the expected standard.

Data monitoring and analysis

• Study support-service data to spot trends, improvement areas, and opportunities for innovation.
• Design and apply data-collection approaches that capture key performance metrics.
• Use analytics tools to interpret service data and turn it into actionable recommendations.
• Prepare periodic reports for senior management to support decisions and long-term planning.
• Address service-delivery gaps through data-led improvement actions.

Generic accountabilities

Supervision: Plan, oversee, and coordinate work in the assigned area to meet functional goals. Coach and develop team members so they build the skills needed to perform effectively.

Budgets: Contribute to section and department budget preparation, support implementation of approved budgets and work plans, and flag major variances to help manage performance and costs.

Policies, systems, processes and procedures: Apply approved policies, systems, standards, and procedures in line with company expectations and international standards.

Performance management: Help deliver the section or department’s agreed performance objectives within the company performance framework.

Innovation and continuous improvement: Introduce new tools and methods to improve quality and operational efficiency, and identify process enhancements based on best practice and ISO-aligned approaches.

Health, safety, environment and sustainability: Follow relevant HSE requirements, controls, legislation, and sustainability guidance in line with international standards, best practices, and company code of practices.

Reports: Contribute inputs for management information system reports and progress updates for company leadership.

Working relationships

Internal: IT teams and business units.

External: Consultants and service providers.

Qualifications, experience, knowledge and skills

A bachelor’s degree in Computer Science, IT Engineering, or a closely related field is required. The role calls for around 2 years of relevant IT experience, including involvement in system implementation support and IT operational management.

Additional requirements

This role calls for strong planning and time management, innovative and conceptual thinking, the ability to explain technology solutions in business language, analytical judgment, decision-making ability, interpersonal strength, teamwork, and confident communication and presentation skills.

Compliance and service focus

The position also includes maintaining documentation for compliance-related activities, conducting compliance audits, delivering compliance training, updating support procedures, and coordinating regular stakeholder discussions to resolve service issues and strengthen collaboration with internal teams and external partners.