IT Technical Support Apprentice

First Line IT Technical Support – Security Systems

This is an opportunity for a career with one of the UK’s leading security companies. Successful candidates will work in our award winning Head Office facility.

We are looking for someone who is friendly and approachable. Someone who is able to build relationships with internal and external customers. Someone who has a confident and pleasant phone manner, remaining calm and helpful during busy periods while providing excellent customer service. Someone who is looking to be able to learn to support customers Technical issues remotely through to resolve. Someone who would be passionate about innovative Security Hardware and Software.

Key Duties and Responsibilities:

Customer Communication

• Handling calls, Emails and Support cases from your customers and keeping them updated on progress of issues and queries
• Build and maintain a great customer relationship with the main customer contacts and end users

First Line Customer Support

• Managing and Maintaining IT Support for a Portfolio of Customers. Handling technical issues for CCTV recording and monitoring, Intruder Alarm Technology and Access Control. Support for both Software, Hardware and Network.
• Working Remote Reactive and Preventative Maintenance of your customers systems
• Working with Second line support to resolve issues, or setting cases up for our field engineers to attend. Making sure that the engineers have the tools and Hardware to resolve physical faults in one visit.
• Making sure all your customers support cases are updated and where relevant processed through to invoicing confirming correct charges are applied.

Any other duties required to carry out the role of First Line IT Technical Support – Security Systems

• Work hard ethic.
• The ability to relate to the issues experienced by people of a range of skills and experience sensitively and positively.
• Problem solving.

• Commitment.
• Taking initiative.
• Flexibility & adaptability.
• Patience and a good sense of humour will be very valuable.
• People skills

n/a

Hopefully progress into permanent position within our Customer Service Team

This is a front end role in an organisation that has had very informal IT support up to this point.

We are looking to pay £4.30/hour, however we would look to increase this after 6 month to £5.30/ Hour, if training targets have been met in line with course structure.

IT Solutions Technician. Level 3

1 day/week at Strode College.

The broad purpose of the ICT occupation is to deliver efficient operation and control of the IT and/or Telecommunications infrastructure (comprising physical or virtual hardware, software, network services and data storage) either on-premises or to end-users provisioned as cloud services that is required to deliver and support the information systems needs of an organisation.