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First Line Technical Support Apprentice

2 weeks ago

Carlisle, United Kingdom ITP Full time

**Job Description - First Line Technical Support Apprentice**

**The Opportunity**

Our client is recruiting for a **First Line Technical Support Apprentice**to join their team in **Carlisle.**

The **Level 3 Information Communication Technician**apprenticeship programme that we are offering**,**will allow you to kick-start your career in an industry that is constantly evolving, dynamic and transformational.

The steps you take will provide you with valuable first-hand experience, knowledge, skills and qualification to help really drive your career forward. We are here to guide and support you every step of the way

**The Position**

**Job Title**:
First Line Technical Support Apprentice

**Apprenticeship Course**:
Level 3 Information Communication Technician

**Apprenticeship Duration**:
13 months + EPA

**Location**:
Carlisle CA1

**Working Hours**:
Monday to Friday 08:30- 17:30

**Salary**:
£16,000

**JOB PURPOSE**

The IT Service Technician is a highly customer facing role that delivers outstanding customer service and technical support and training services to both our internal and external customers. Working as an integral part of the Technical Team, you will provide high quality first line technical support to end users and IT teams enabling us to meet our contractual managed support services, installation, configuration and delivery objectives.

The ultimate aim of the role is to resolve system and user issues in the most appropriate manner as well as focus on what can be done to improve users’ knowledge and reduce requests for assistance to the IT service desk. This position requires you to maintain a friendly, approachable and professional appearance, thus ensuring the Technical & Client Experience teams have an excellent reputation. Nothing should be too much effort.

You will ensure that appropriate levels of training materials, documentation, incident workarounds and known errors are documented in the appropriate systems. Effective support process and procedure will be imperative in ensuring our Technical Team is able to efficiently handle customer demand and contribute to our continual service improvement program. Any issues or deficiencies in support processes or with technology are to be raised up with the Technical Team Leader as they are identified.

You will also be required to participate in one-to-one training of users and produce training documentation to further knowledge transfer. You are required to be based on customer site 5 days a week, to be on hand to deal with urgent technical issues that arise. Your assistance may be required with project delivery, for example software or hardware installation or information gathering as part of a wider team.

**ROLE DESCRIPTION**:

- 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.
- 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.
- Raise deficiencies in process and procedure with the Technical Team Lead or Client Experience Manager as soon practicably possible.
- Any other reasonable management requests in line with the needs of the business.

**Requirements for 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.

**KNOWLEDGE, SKILLS AND EXPERIENCE REQUIREMENTS**

**Knowledge and Experience**:

- Working with internal and external support teams delivering technical support of IT systems, and services.
- Good understanding of the delivery of structured IT Service management best practice such as ITIL.
- Ownership of service requests, problems and participation in change