Apprentice Technical Support Engineer

Description:

Estio Training have an exciting new opportunity for a Technical Support Engineer with ABS IT Services, a Managed Service Provider based in Farnborough.

Job Description:

As the successful candidate you will be expected to join our growing UK team in providing quality support to our clients and partners.

Putting ABS IT customers at the heart of everything you do, the ideal candidate will possess a combination of IT literacy and customer service experience that enables them to engage and communicate effectively.

Your duties and responsibilities in this role will consist of:

• Provide on-site IT support including but not limited to hardware (desktops, laptops, servers, monitors, printers, routers, Wi-Fi devices, phones), software (off the shelve and bespoke), connectivity (Wi-Fi, broadband, telephone) and Email management.

• Support VM, web applications systems, MS Office, Windows OS, Service Desk Ticketing systems.

• Provide professional customer service experience in an effective, rapid and seamless resolution in line with the SLA timeframe.

• Evaluate and log incidents and service requests in the service desk ticketing system and manage queues/workflows.

• Maintain ownership of incident throughout the incident lifecycle to a satisfactory customer resolution.

• Maintain Pro-active communications with the customers and suppliers including escalation of incidents when necessary.

• Daily task management.

• Account management (Re-enabling/ locking accounts, password resets).

• Create and maintain documentation for Level 1 support solutions and processes.

• Create and maintain instructional documentation for end users.

• Provide out of hours support.

• Provide remote and onsite support.

• Build knowledge base in the ticketing system or other approved systems.

• Meeting Service Desk KPIs (Key Performance Indicators).

• Writing reports.

• Assisting other team members including communicating company strategies, team goals, project deadlines, identifying training needs and skill management.

• Provide training where necessary.

• Other similar duties may be assigned.