Apprentice IT Support Technician 1st Line

  • Sona IT LTd
  • 95 Middlesex St, Whitechapel, London E1 7DA, UK
  • Sep 13, 2017
Information Technology Telecommunications

Job Description

Providing support to all our customers end users in a professional and friendly manner. We are a MSP providing IT/Telecom services to SMBs.

The Apprentice IT Support Technician role will include:

  • Resolving issues both remotely and on-site
  • Providing excellent customer service in a professional and friendly manor
  • Work with our ticketing system to log new calls and to respond to new tickets
  • Respond to alerts on our monitoring system (proactive support)
  • Produce monthly reports for both our clients and the service delivery team
  • Configure equipment prior to delivery
  • Installation of equipment in customer offices
  • Keep up to date on customer and internal technologies - via webinars, blogs and or training courses

Responsibilities will include:

  • Being professional and friendly at all times
  • Dressed in business attire at all times (customer visits may be required at short notice)
  • Keep internal and customer logs and or documentation updated at all times
  • An understanding that our clients expect you to be the expert and treat them respectfully when they struggle with the use of technology

The day to day tasks and duties of the role will include:

  • Answer telephone and email support requests
  • Configure new equipment prior to delivery to clients
  • Provide support remotely and occasionally on-site
  • Document user procedures to do basic tasks (like edit an email signature)
  • Liaise with partners to resolve customer issues (will include logging tickets with partners and working to resolve the issues in timely manner)
  • Keep internal logs and documentation updated
  • Help with Installations at clients offices
  • Keep updated on customer and internal solution - regularly attending webinars and reading blogs

Skills required:

  • Professional and friendly
  • Interested in Technology
  • Keep updated on technologies
  • Logical mindset with troubleshooting
  • Willingness to learn new technologies
  • Able to work without constant supervision
  • Enthusiasm for continual learning
  • Can do attitude
  • Excellent communication skills

Software Exposure

-Microsoft Windows 7, 10, Server 2008R2, 2012 R2, OSX (basic).
-Microsoft Office 365 Exchange/ Office Packages 2010,2013,2016
-VMware esxi
-RMM Tools, PRTG monitoring service, Centrastage, Screenconnect
-Veeam Backup Replication
-3CX PBX Phone systems
-3rd party Telco PBX systems

We are a small company so you will get exposure to advanced technologies furthering your knowledge of software services that are used by larger organisations. The knowledge will be transferable.

Salary will be based on experience.