1st Line Support Apprentice

Please note that in order to be considered for this role, you will need to attend our 4-week employability course called Reboot Camp. For more information go to: http://techcitystars.co/reboot-camp

Location: West London

Weekly Hours: 37.5/week (Monday – Friday, 9:00am – 5:30pm)

Proposed Salary: £26,000

POSITION OVERVIEW:

We would like a 1st Line Support Apprentice to work in a best practice service management environment.

Effectively operating in a first line capacity, your primary responsibility will be to provide telephone & remote diagnostic application support for a range of applications & products.

Of key importance is an ability to take responsibility for the ownership, progression & resolution of incidents.

Please note that in order to be considered for this role you will need to attend our 2-week Reboot Camp. It’s a totally free employability course, with your travel and lunch expenses covered.

MAIN DUTIES AND RESPONSIBILITIES:

• To maintain motivation and focus within a highly technical team.
• To answer and resolve all customer enquiries and issues received at the front line.
• To work closely with the other Technical Advisers within the team to ensure the smooth. functioning of in-house database systems.
• Use the help desk call logging database to record and track progress of problem resolution, and to identify repeating incidents and escalate to the Senior and or developers as necessary.
• To keep up to date with changes and advances in the IT Industry and systems development.
• Investigation and resolution (first time fix) of common desktop issues (e.g. printing issues, account lockouts, etc.)
• Admin Tasks e.g. create new users, action leavers, IT Procurement.
• Upgrade and configure system software.
• Reporting to 2nd Line Support when necessary.
• Use diagnostic tools to carry out non-routine diagnoses.
• Configure and apply specified security tools to identify and prevent breaches of security.
• Any other duties as required.

KEY CANDIDATE ATTRIBUTES:

• Good analysis skills
• Keen and willing to learn.
• Excellent attention to detail, ability to follow instructions.
• Excellent written and verbal communication skills.
• in problem solving, organisation and planning.
• IT Literate; proficient with Microsoft office applications proficiency, especially Word & Excel.
• 5 GCSE’s at grade A* to C.

REQUIRED:

• Application Support
• Customer Service Skills
• Able to provide technical support and have good knowledge.
• Logical, methodical and structured approach.
• Personable, friendly and approachable.
• Demonstrates honesty and integrity.
• Positive attitude and ability to thrive in a fast paced environment.
• Excellent communication skills, both oral and written.
• A natural problem solver with excellent troubleshooting skills.
• Drive for improvement to enhance business and personal credibility.

DESIRED:

• Experience working in an office/business environment.
• Someone who has a passion or at least an interest in the industry.

BENEFITS AND OTHER INFORMATION:

Expenses: Reimbursed expenses, as authorised by line manager

Annual Leave: 20 days plus Bank Holidays