First Line IT Technical Support Apprentice

Job Description

First Line IT Technical Support Apprentice

The Opportunity

Ourclient is recruiting for a First Line IT Technical Support Apprentice tojoin their team in Horsham RH13.

The Level3 Information Communication Technician apprenticeship programme that we areoffering willallow you to kickstart your career in an industry that is constantly evolvingdynamic and transformational.

The steps you take will provide you withvaluable firsthand experience knowledge skills and qualification to helpreally drive your career forward. We are here to guide and support you everystep of the way!

The Company

We prioritise our customers above all else placingthem at the core of everything we do. In todays business landscape technologysolutions are vital regardless of your industry. Thats why we not onlyrecognise this need but also strive to exceed expectations by deliveringtailored solutions specifically for you. With our extensive expertise gainedover 25 years of growth and solution delivery we ensure a comprehensiveunderstanding of your challenges and provide effective solutions.

The Position

Job Title:

First Line IT Technical Support Apprentice

Apprenticeship Course:

Level 3 Information Communication Technician

Apprenticeship Duration:

13 months EPA

Location:

Horsham RH13

Working Hours:

Monday to Friday 8:30 17:30

Salary:

16000 p/a

Role and Responsibilities:

• Work with the Technical Team acting as a single point of contact for IT issues changes and queries.
  
• Deliver training sessions and programmes (typically one to one) to end users.
  
• Receiving logging and managing calls from customers via telephone online portal email and instant messaging.
  
• 1st line end user support troubleshooting of IT related problems.
  
• Troubleshoot networking and infrastructure issues and escalating when appropriate.
  
• If appropriate escalate unresolved calls to other members of the Client Experience Team or third parties.
  
• Log all calls in the Service Desk Call Logging system.
  
• Monitoring of customers systems using remote monitoring and management tools
  
• Performing daily checks of systems and services and reporting on the condition of these.
  
• Take full ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely courteous and professional manner.
  
• To maintain a high degree of customer service for all support queries.
  
• Publishing support documentation to assist other members of the Technical or Client Experience Team or customers with requests for information & provide training if required.
  
• To liaise and work with external technical support teams where appropriate.
  
• Working with other members of the Client Experience Team to ensure all customer services are monitored and ensuring the team know when to escalate or action alerts.
  

Raisedeficiencies in process and procedure with the Technical Team Lead or ClientExperience Manager as soon practicably possible.

• Any other reasonable management requests in line with the needs of thebusiness.
  

Requirementsfor the role:

• Professional presentable approachable and courteous.
  
• Excellent telephone manner.
  
• Attention to detail and ability to listen and learn.
  
• Tenacious and willing to go the extra mile.
  
• Ability to develop technical and Client Experience skills in line with the services offered by the business.
  

KNOWLEDGESKILLS AND EXPERIENCE REQUIREMENTS

Knowledgeand Experience:

Workingwith internal and external support teams delivering technical support of ITsystems and services.

Goodunderstanding of the delivery of structured IT Service management best practicesuch as ITIL.

Ownershipof service requests problems and participation in change management processes.

ProblemSolving:

Theability to resolve problems approaching and solving them in a logical andmethodical manner following the defined and documented processes and proceduresof the company.

Initiative:

Performinitial incident diagnosis by reviewing supplied information and requestingfurther detail to proactively identify workarounds and root causes.

RelationshipBuilding and Communication :

With bothinternal and external customers as well as suppliers you must demonstrateexcellent communication skills to develop good working relationships trust andexhibit empathy to the situation in hand and how the issue may impact others.

Bediplomatic understanding pragmatic and fair when dealing with everyone thatyou interact with and promote this though a team approach.

Wherepossible coach others to develop themselves as you would wish to be coachedyourself

Excellentteam working interpersonal and networking skills.

Above allbe focused on delivering the very best customer experience and service.

About ITP
We help employers develop their best talentand inspire the next generation through apprenticeships mentoring andtraining were plugging the UKs digital skills gap to provide a workforce forthe future.

If this soundslike the role for you get in touch! Once we receive your application one ofour team will be in touch to help you with the next stage.

The ITPare working on behalf of a third party to advertise their vacancy. Bysubmitting your CV you agree to be contacted by The ITP and your informationto be passed on to a third party.