Apprentice Support Technician

IITAC provides complex, resilient IT & communications solutions. Working with forward-thinking customers & suppliers to deliver cutting-edge solutions which enhance people's daily lives and keep them safe, secure and connected. We are seeking a forward-thinking, dedicated and IT-savvy apprentice to join our growing team.

Company Overview

At IITAC, we value providing superior customer service and are committed to the successful operation of our information technology systems. The role of help desk technician will assist our customers with questions and problems concerning computer systems, hardware, and
software.

The technician will work with customers remotely and in person, guiding them through systems configuration and troubleshooting, aiming to resolve issues with efficiency and maintaining a high level of customer satisfaction. The role requires excellent problem-solvers with outstanding communication and customer service skills.

Job Purpose

• To provide a consistent high level of customer service by providing timely, effective and knowledge-based IT support to all IITAC customers, fielding questions and concerns to provide optimal IT-based solutions.

Objectives

• Provide quick and effective assistance with information technology systems
• Guide customers remotely and in person through systems configuration, troubleshooting and maintenance
• Listen attentively to customers’ questions and concerns and offer optimal solutions
• Prioritise customer satisfaction in all communications, directing unresolved issues to next-level personnel
• Work with desktop support engineers to provide customers with superior service
• Represent IITAC with professionalism and integrity while helping to advance our company mission

Responsibilities

• Respond to tech enquiries over the phone, via email, through online chats, or in person
• Inform customers about IT products and services
• Walk customers step-by-step through the problem-solving process
• Help with troubleshooting hardware and software
• Follow up with customers to maintain high level of service
• Communicate customer feedback to the appropriate internal team members

Skills and qualifications

• Excellent problem-solving and analytical skills
• Comprehensive knowledge of computer systems and experience troubleshooting hardware and software
• The ability to break down technological processes and deliver clear, step-by-step instructions
• Patient, friendly demeanour with a great aptitude for listening
• Strong verbal and written communication skills
• Commitment to providing exceptional customer service

Personal Attributes

• Passion for problem-solving and customer service
• Tech savvy, with experience working in a tech-related field
• Ability to diagnose and resolve a variety of technical issues
• Team-oriented mindset with an openness to constructive feedback
• Eagerness to learn new technologies and systems

• Communication skills
• IT skills
• Customer care skills
• Problem solving skills
• Analytical skills
• Logical
• Team working
• Patience
• Great aptitude for listening
• Friendly demeanour
• Tech savvy
• Eagerness to learn

• Maths and English GCSE, grade A*-C/9-4 (Essential)
• Any subject A Level, grade A*-C (Desired)