IT Apprentice

CLOUD SOLUTIONS EXPERT · Competitive · Chester
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You will be giving technical support to external customers and helping with all queries. You will be taking the calls, logging the issues and emailing the customers back with updates. You need to be excellent with customer service and prepared to go the extra mile to help solve issues. You will receive support and training from work colleagues but will also be supported and encouraged to research and solve problems independently.

  • Responsible for all IT queries via telephone
  • Provide 1st line support to customers via phone, email, ticket system and MS Teams
  • Log incoming calls and troubleshoot where possible
  • Document procedures, information and resolutions to a high standard
  • Configure and replace IT equipment such as Microsoft Windows PCs and laptops
  • Resolve issues with mobile devices, particularly iOS
  • Offer administrative support to the IT team
  • Assist with desk telephone issues and configuration including softphones
  • Maintain the IT Support company file structure
  • Report to the IT Manager
  • Arrange Hardware repairs and replacement
  • Learn company software
  • Manage our customers Office 365
  • Install software onto PCs and laptops
  • Arrange deliveries and collections of IT equipment to and from remote working staff
  • Adaptability and flexibility
  • Professionalism
  • Proactive, self-motivated with a positive attitude
  • Mature, calm person
  • Team player
  • Curious and not afraid to ask questions
  • Understands their limits

Skills Required :

  • Ability to work independently and within a team
  • Outstanding customer service and organisational skills
  • Dedicated and passionate about growing and scaling an IT organisation
  • Excellent verbal and written communication skills
  • Excellent computer skills (ICT / Computer Science (GCSE or A Level) = Desirable)
  • Curiosity or experience in support and troubleshooting Windows or Mac OS platforms (Max OSX 10.10+, Windows 8 or above) including mobile devices running Apple iOS and Android mobile operating systems
  • Curiosity or experience with setup and configuration of end-user desktop and laptop computer hardware, software, printers, phones, cell phones, and peripherals
  • Curiosity or experience working with cloud-based file sharing services such as Dropbox, OneDrive, iCloud, or equivalent
  • Curiosity or experience with Microsoft Azure, 365, Teams and Office

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