Apprentice Support Technician

Job Title: Apprentice Support Technician
Reports To:
IT Manager


We are looking for an Apprentice Support Technician to join our busy team to provide key support to our organisation.  The successful candidate will be responsible for providing 1st Line ICT support to all our customers and ensuring the highest levels of customer service are maintained.

Working to ITIL principles, the successful candidate will ensure that all ICT policies and procedures are adhered to whilst proactively reviewing and evaluating emerging trends from a client perspective, to maintain the current business need and ensure that the department service level agreements are met.

Experience, Qualifications & Training:

  • Customer focused with excellent interpersonal and communication skills
  • Hands on, flexible and pro-active approach with willingness to learn
  • Organised with good time management skills
  • Team player who enjoys sharing knowledge with colleagues
  • Flair for problem solving and methodical approach to issue diagnosis
  • Full driving license and access to own transport
  • 5 GCSEs (A*-C)

Principle Accountabilities:

  • Talking to customers over the phone or via chat / email to capture, record and resolve technical problems experienced
  • Maintain an accurate record of all issues encountered, the corrective steps undertaken, and any resolution(s) found
  • Perform diagnostic tests and troubleshooting to identify customer issues
  • Take ownership of customer issues and ensure they are carried through to completion
  • Maintain the customer services levels as offered in the enterprise Service Level Agreement (SLA)
  • Procure, install, configure, distribute and maintain customer hardware, operating systems and applications
  • Contribute to the maintenance of the asset database to ensure all items are fully accounted for

The above duties are neither exclusive nor exhaustive of the job and
additional accountabilities may be required and incorporated from time to time.

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