Technical Support Specialist
Role details
Job location
Tech stack
Job description
This professional and reliable IT solutions company with a personal touch offers services such as network and server management, disaster recovery, workstation support, IT security and webservices. As a Technical Support Specialist, you will be responsible for providing technical assistance to a range of clients across a range of products and services. You will liaise with clients, maintain relationships as an account manager and evaluate their issues to ensure you are able to meet their IT solution needs. This is an exciting opportunity for an outgoing, talented, technically minded person to join an enthusiastic and professional team of experts., * Providing level 1 and 2 technical support and assistance across a range of products, including hardware and software support.
- Evaluating and escalating technical or customer related issues when necessary to level 3.
- Providing technical and support documentation to customers when necessary.
- Communicating with a variety of clients via all channels, with suppliers on behalf of clients and with team members to provide the best solution to our clients.
- Work beyond the usual hours when the situation and the project require., * Interpret and prioritise internal or external customer's requirements in line with organisation's policy
- Apply the appropriate tools and techniques to undertake fault finding and rectification
- apply Continuous Professional Development to support necessary business output and technical developments
- Operate safely and securely across platforms and responsibilities maintaining the security of personal data of internal and external stakeholders
- Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate
- Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders
- Manage and prioritise the allocated workload effectively making best use of time and resources
- Complete documentation relevant to the task and escalate where appropriate
- Install or undertake basic software upgrades,either physically or remotely
- Establish and diagnose the extent of the IT support task, in line with the organisation's policies and Service Level Agreements
- Provide remote/F2F support to resolve customer requirements
- Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task
- Identify and scope the best solution informed by the system data associated with the task
- Test and evaluate the system's performance and compliance with customer requirements.
- Escalate non routine problems in line with procedures
- Use basic scripting to execute the relevant tasks for example PowerShell, Linux
- Carry out routine maintenance across systems, (such as IT, Communications), ensuring organisational compliance at all times
- Apply the necessary security, in line with access and/or encryption requirements
- Use a range of Cabling or Connectors equipment in line with technical requirements for example physically or remotely
- Test and evaluate network environments
- Monitor performance and usage of a network
- Deploy applications on a network
- Set up storage and data access for staff
- Apply necessary security measures, in line with access requirements to a network
- Carry out routine maintenance across network systems, ensuring organisational compliance
- Monitor network-related workloads including DNS and firewalls
- Install or undertake basic upgrades, either physically or remotely
- Establish digital communication or telecommunications systems through, for example cabling and connecting equipment.
- Identify a range of tools and or diagnostic equipment, for example, Hardware or Software components, to resolve Communications or Telecommunications requirements.
- Undertake basic telecommunications activities, in response to an allocated task, designated responsibilities, instructions or customer's requirements.
- Use information necessary to identify operational issues and rectify or escalate accordingly in line with policy
- Interpret and prioritise internal or external customer's requirements in line with organisation's policy
- Apply the appropriate tools and techniques to undertake fault finding and rectification
- apply Continuous Professional Development to support necessary business output and technical developments
- Operate safely and securely across platforms and responsibilities maintaining the security of personal data of internal and external stakeholders
- Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate
- Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders
- Manage and prioritise the allocated workload effectively making best use of time and resources
- Complete documentation relevant to the task and escalate where appropriate
- Install or undertake basic software upgrades,either physically or remotely
- Establish and diagnose the extent of the IT support task, in line with the organisation's policies and Service Level Agreements
- Provide remote/F2F support to resolve customer requirements
- Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task, Firebrand's sector-leading Level 3 Information Communication Technician (L3ICT) Apprenticeship Programme trains apprentices to deliver efficient operation and control of the IT and Telecommunications infrastructure and to deliver and support the information systems needs of an organisation. Options include pathways for Support Technician, Network Technician and Digital Communications Technician.
Firebrands course is delivered either Online (online live instructor led), or face to face in the classroom environment (your choice). Our Subject Matter Experts (SMEs), Learning Mentors (LMs) and world-leading trainers prepare apprentices to work across multiple sectors.
Completion of this apprenticeship will provide learners with the following world class vendor certifications in addition to the Information Communication Technician apprenticeship:
· Microsoft Certified Azure Fundamentals (AZ-900)
· CompTIA IT Fundamentals+
· Certiport IT Specialist Networking
· Microsoft Certified Azure Administrator Associate (AZ-104)
Key areas covered are:
Support Technician
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Maintenance or repair of systems faults
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Support for the roll-out of installation and commission of new systems or upgrades
Network Technician
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Installation and commission of networks
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Maintenance or repair of network equipment
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Installation, configuration or maintenance task on either ICT related hardware or software
Digital Communications Technician
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Installation and commission of telecoms networks
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Maintenance or repair of telecoms network equipment
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Installation, configuration or maintenance task on either ICT related hardware or software
Requirements
GCSE in: GCSE's including English Language and Maths (grade (9-4 or equivalent))
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know., * Communication skills
- Attention to detail
- Organisation skills
- Time management
- Multitasking skills
- Managing clients
- Able to perform under pressure
- Confidence
- Interpersonal skills
- Team player
- Patience is essential, Previous experience in a similar role is a must.
