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IT Support Technician Apprentice

Employer Description:

Kamarin Computers is an award-winning provider of business IT and software solutions. We offer our customers a range of the best market-leading products and services to streamline complex business processes and increase efficiency.

Our service is the best, and our rich portfolio includes everything from integrated EPOS solutions, IT networks, PCs, tablets, connectivity and cyber security deterrents, through to industry-specific business applications.

Complete consultation, expert implementation and highly accredited support and aftercare come as standard.

Vacancy Description:

In this role, you will be an integral part of our award-winning software service team, effectively and efficiently dealing with issues, whilst maintaining our industry-leading SLA and embodying our company ethos.

You will be supporting our customers and partners on accounts integrated software applications developed in-house, primarily our EPOS, Stock Management and eCommerce solution.

Main Tasks:

  • Responding to incoming calls and Tickets into the helpdesk
  • Maintaining 1 hour response to all tickets
  • Aim to fix all calls within 8 hours
  • Customer updates and call management
  • Helpdesk information population and maintenance
  • Product and industry change investigation and communication
  • Continued development and training
  • Teamwork and collaboration
  • Ensure helpdesk ticket updates are details and concise
  • Ensure communication methods are correct
  • Respond to urgent calls with 15 minutes and escalation processes are followed
  • Supplier/ contractor liaison for tickets, issues and version updates
  • Attend team meetings
  • Follow lead logging for any customer / prospect leads generated
  • Call escalation within escalation procedures
  • Help sheet and KB knowledge base population
  • Perform remote installations and migrations when required
  • Perform emergency weekend support in line with the weekend working rota agreed at the start of the year with KC Support Manager

Responsibilities:

  • Meet operational targets for response, resolution and updates
  • Continual training and improvements
  • Monitor and maintain supplier logs and updates
  • Helpdesk ticket management and logging
  • Ensure customers are continually updated with the required communication method
  • Follow complaint & escalation process / procedure
  • Customer information maintenance
  • Industry & Product awareness and effects
  • Team communication
  • Maintain excellent communication and feedback
  • Provide excellent Customer service

Desirable Skills:

  • Excellent Customer service levels
  • Company Vision and Goals are communicated and maintained
  • Team & customer communication levels
  • Meet operational targets for response, resolution and updates
  • Excellent customer service & feedback
  • Data population and maintenance
  • Ticket logging and management

Personal Qualities:

  • Ability to multi-task
  • Excellent written and verbal communication skills
  • Accurate with attention to detail
  • Can work independently and in a team
  • Positive Thinker, flexible, pro active
  • Honest and empathetic towards customers and staff

Desired Qualifications:

  • Minimum five GCSE’s at grade C and above including Math’s/English
  • Any previous IT Qualifications
  • At least one-year’s IT helpdesk experience
  • A passion for continual development
  • Strong IT Skills

Future Prospects:

Full time role with us!

We believe our people are our most valuable asset and so we provide everything we can to keep you motivated and help you enjoy your working life.

We offer great benefits for this role, including:

  • A competitive salary with excellent future earning potential
  • Excellent progression opportunities
  • Diverse training opportunities
  • 25 days’ annual holiday (plus Christmas break)
  • A company profit related bonus
  • Staff discount scheme, and more!

Important Information:

QA’s apprenticeships are funded by the Education & Skills Funding Agency (ESFA), an executive agency of the Department for Education.

To be eligible for a Government funded apprenticeship you must have lived in the UK or European Economic Area (EEA) for the last 3 consecutive years.

IT Support Technician Apprentice

QA
Peterborough
Advanced Apprenticeship

Published on 30 May 2020