It Technician Apprentice
FORTIFIED IT LTD · East Of England · SS9 5PR
About the role
Client Support Specialist 🚀
Your Mission:
Jump into the world of cybersecurity and IT support with FORTIFIED! Based at our Leigh-on-Sea, Essex office, you'll be the first point of contact for our clients, helping them out remotely 💻📱 (think phone, email, and slick remote tools) and sometimes on-site 🚶♂️. You'll be our client's go-to person, working with third parties when needed to get things sorted.
What You'll Be Doing:
Get ready for a killer onboarding process where you'll master a bunch of cool tools, techniques, and procedures. You'll be managing 'incidents' (when things go wrong 🚨) and fulfilling 'requests' (when clients need something 🌟). These all come in through our service desk via email, phone, or other channels. You'll be creating and managing 'tickets' 🎫 – these are super important for logging all the info, from monitoring and reporting insights to what our customers tell us. It’s how we track everything from diagnosis and troubleshooting to the final fix.
Cybersecurity Savvy:
You'll also be on the front lines, responding to potential cybersecurity incidents, always with guidance from our Service Desk Manager and senior team members. Your work might even lead to recommendations that help clients dodge future issues. 🛡️
Communication is Key:
You'll mainly chat with clients through our service desk platform, but also by phone and other approved methods. Once you're up to speed, you'll have the chance to visit client sites to provide support. 🌍
Level Up Your Skills:
There are also opportunities to get involved in setting up the tech you'll be supporting, helping our Technical Solutions Lead deploy new services and onboard new customers. Think of it as growing with us! 🌱
Key responsibilities
- Supporting clients remotely and on-site, including liaison with third-parties.
- Managing reported incidents and fulfilling service requests.
- Creating and updating service desk tickets, recording relevant data.
- Communicating with customers during diagnosis, troubleshooting, and resolution.
- Responding to potential cybersecurity incidents under supervision.
Entry requirements
GCSE in: (English (grade 4/C +), Maths (grade 4/C +))