IT Support Technician Apprentice
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Company Name: Riskex
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Type: Apprenticeship
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Sector: IT
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Application Deadline Date: 11/10/2021
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Positions Available: 2
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Location: Milton Keynes, MK5 8PJ
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Salary: £14,000.00 per year
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Ref: VAC-07768
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Start Date: 15/10/2021
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Working Week: Monday to Friday: 8:45am to 5:15pm
Brief Description
Our client; Riskex are an established business with a strong financial base but have the agile mindset of a start-up. Having proven their technology in a highly competitive landscape, they now want to scale the business to move to the next level. As part of their expansion plans, they now require an IT Support Technician Apprentice!
Vacancy Detail
Our clients Technical Operations Team includes Technical Support Engineers and Full Stack Developers who together, develop, deliver and support the Riskex suite of software packages under both of their flagship health and safety software brand AssessNET and award-winning Covid management platform, Safe2Day.
Reporting to the Technical Operations Project Manager, the IT Support Technician will be responsible for leading the 1st and 2nd line Helpdesk operations in a varied role.
Key Responsibilities & Critical Success Measures
? Achieving defined SLAs and KPIs for first and second Line Support Tickets, ensuring that they are dealt with quickly and to the client?s satisfaction
? Write, execute and update SQL queries
? Complete the on-boarding processes for new Clients and attend remote client meetings
? Assist in the technical development
? Updating the ticketing system, escalating to 3rd line Helpdesk support when necessary, ensuring all troubleshooting methods are followed, while always maintaining a strong customer focus.
? Ability to work as part of a team, contributing to and supporting the team utilising individual and shared learning and development
? Effectively manage your time and prioritising workload as part of a close-knit and highly skilled team
? Participate in discovery workshops with clients and team members to map out customer processes
? As an IT Support Technician, you will keep key stakeholders externally and internally updated on project and Helpdesk support ticket progress
? Complete project administration and production of project documentation as required
? Build and maintain product knowledge: understand the business and technical problems that our solutions address
If you have a strong background in troubleshooting, technical fixes and knowledge of MSQL to ensure the delivery of exceptional customer satisfaction and a personalised service, then this role might just be the one for you!
Qualifications Required
GCSE Grade C or above in Maths and English (or equivalent qualification)
Personal Qualities
? Excellent attention to detail, strong troubleshooting and information gathering skills
? Have a pro-active approach to work, a self-starter
? Teamwork and Collaboration ? High sense of ownership and urgency to get the job done
? Well-structured and organised, able to prioritise work and work under pressure
? Able to deliver a high level of customer service in both written and verbal communication
? Eager to learn new skills and invest in personal development
Skills Required
? Experience dealing with high volumes of 1st and 2nd line Helpdesk tickets
? Problem solving - identifying, understanding, resolving, and learning from queries submitted through the 1st and 2nd line Helpdesk Platform
? Knowledge of administration of Microsoft 365 (Office, Teams, SharePoint)
? Experienced in using Helpdesk support management software such as Freshdesk will be beneficial
? Passionate about delivering the best customer experience possible and contributing to a strong, customer-centric company culture
Future Prospects
Our client would be looking into the possibility of making the successful candidate a permanent employee upon successful completion of the Apprenticeship and ensuring that they have displayed the right skills and attributes.
Other Information
Ground-breaking innovators of cloud-based software since 2004, Riskex delivers the market-leading Health, Safety and Covid-19 management software brands ? AssessNET and Safe2Day. Based in luxury offices in Milton Keynes, our technology is trusted by household names, such as Ikea, Ocado and University of Cambridge, along with many other blue-chip organisations who rely on our technology to keep their employees safe and to protect their businesses from risk.