It Technician Apprentice

About the role

Customer Success Champion 🚀

Are you ready to dive into the world of tech and become a superhero for our customers? We're looking for enthusiastic individuals to join our team and keep our clients happy and our systems running smoothly.

What You'll Be Doing:

• Keeping a watchful eye on your assigned customer accounts 🧐
• Jumping into action to fix any technical hiccups or issues that pop up, whether reported by the customer or discovered by you ⚡
• Becoming a master problem-solver for network or equipment failures, including software, hardware, and infrastructure challenges – all within our Service Level Agreements (SLAs) 💻
• Troubleshooting everything from computers and servers to printers and cloud-based apps ☁️
• Making sure all your work is logged accurately and in real-time on our systems, with super detailed notes ✍️
• Being the go-to person for technical questions with manufacturers, suppliers, internet providers, and other external support teams 🤝
• Mastering your daily tasks and time management to crush our service level goals and implement changes like a pro ⏱️
• Constantly looking for ways to level up our service and make things even better and faster for our customers 💡
• Spotting potential issues, escalating them when needed, and offering smart solutions to keep our customers amazed with their experience ✨
• Being the friendly and professional face of our technical support, communicating clearly and effectively through all channels to ensure an awesome customer experience 😊
• Building and maintaining awesome working relationships with both customers and your colleagues at every level – teamwork makes the dream work! 🙌

This is your chance to make a real impact and grow your career in a dynamic and supportive environment. Let's do this! 🌟

Key responsibilities

• Monitor your customer portfolio and respond to incidents logged by the customer or on behalf of the customer.
• Management of problems to resolution for any network or equipment failures.
• Ensure that all systems, change request forms, service calls and queries used to carry out work activities are updated on a real time basis including the completion of detailed and accurate call notes.
• Act as point of contact regarding all technical issues with manufactures, suppliers, ISP and external support organisations.
• Manage day-to-day tasks, time and responsibilities to ensure that service levels are achieved, proactive maintenance and change implementation objectives are met.

Entry requirements

GCSE in: (English (grade 3+ (D or above)), Maths (grade 3+ (D or above)))