IT Support Technician Apprentice in Peterborough PE2

Recruiter
QA Apprenticeships
Location
Peterborough
Posted
29 Mar 2019
Closes
24 Apr 2019
Contract Type
Permanent
Hours
Full Time

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.

We want someone who is...

Hobbyist, someone that self teaches and builds their understanding in their chosen subject Thrives in a hands on environment Able to work well as part of a team as well as on their own Can give examples of their strengths and knowledge Self-starter Able to follow instructions and complete tasks

Job Details:

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.

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