Technician Support Analyst Apprentice

IT/Software/Telecoms jobs >> IT




Are you looking to kickstart your career in an IT analyst role? Are you passionate about technology? If so the apprenticeship with our client might be for you.

This technical support role will provide telephone and remote technical support to our external customer base in resolving issues with their Back Office and EPOS systems. You will actively manage and promote the relationship between The Company and our customers. You are required to be a team player first and foremost; able and willing to take responsibility for each case you handle to a successful resolution. Able to build relations with your teammates and customers alike, a confident telephone manner and helpful disposition, along with a can-do attitude are all essential.
Throughout the duration of the Apprenticeship you will be required to attend one of PETA training centres for off-the- job training. The majority of training will be completed with your employer at your place of work. You will be completing Level 3 Infrastructure Technician Apprenticeship along with the following qualifications:

Microsoft (MTA) Networking Fundamentals
Microsoft (MTA) Mobility and device Fundamentals
Microsoft (MTA) Server Admin
Microsoft (MTA) Software development Fundamentals
ITIL Foundation V4About the role

To learn and understand the Company's products and services
Providing 1st line remote support to customers, progressing towards a 2nd line role
To be the customers' main point of contact within the Company
To learn and understand the operating systems/software and hardware that the Company's products run on
To develop a knowledge and understanding of the customers
To be aware of outstanding incidents and maintain contact with the customer
Resolve issues in a timely manner
To field customer enquiries and where appropriate prepare quotations
To expedite potential sales opportunities i.e. Upgrades, Training etc
To liaise with department managers and Company Suppliers regarding customer requirements and incidents
To report any concerns about a customer to senior staff
To maintain accurate records of all customer contact
Assist with the recovery equipment loaned to customers
To help and resolve issues in other departments when required Essential Skills

GCSEs or equivalent at grades A*-C / 9-4 in maths and English
A good understanding of computers, networking and IT in general
Experience in supporting friends, family or organisations in IT related matters
A positive personality and proactive manner
Excellent customer service skills
Professional telephone manner
Good level of organisational skillsDesirable Skills

Knowledge of Microsoft based operating systems with emphasis on Windows 7 and 10
Experience of retail or hospitality markets
Experience within a help desk or have 1st line support experienceAbout Company

Our client provide cutting-edge inventory management and point of sale software. Their omnichannel platform; TRIMS, comprises a suite of tools and services built specifically for the retail industry with the sole purpose of saving time, reducing costs and streamlining processes
  • 1
  • Negotiable
  • None
  • None
  • CV-172425
  • Permanent
  • 18

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