Trainee IT Technician
The Role and the opportunity
Our internal support teams play a crucial role within a busy and demanding environment, keeping our business running on a day-to-day basis. We are looking for a keen and enthusiastic individual to join our small IT team based at our London office.
As a trainee IT Technician, you will be provided with on-the-job training and cross training from other team members. This role will suit someone who has an interest in or seeking to develop their skills in first line Support. Joining a small IT team, you will be a strong communicator and comfortable resolving technical issues by phone, remotely or in person.
The successful candidate will bring a can-do, proactive attitude, and be committed to delivering an excellent IT service. Overall, this is an excellent opportunity where you will also be involved in contributing and sharing ideas to help develop and improve the firm’s IT functions and processes.
Main duties and responsibilities, these include but are not limited to:
Technical & Practical
- Provide first line telephone, remote desktop support and hands-on troubleshooting.
- Perform problem isolation and resolution for user IT issues (Windows desktop OS, Office 365, third-party applications, and network printers & scanners).
- Setting up desktops, laptops, tablets, and phones.
- Installing, configuring, and upgrading new and existing applications on PC’s / laptops.
- Managing user accounts, groups, and file permissions in Active Directory and our collaboration platform Huddle
- Assist the IT/Database Managers with ongoing projects and rollouts as required.
- Moving PC’s, phones and other equipment as required.
- Undertake ongoing housekeeping activities such as maintenance checks, rotating server backups, routine software updates for client applications and maintaining electronic records with regards to equipment allocation, loans, and purchases.
- Set up, configure, test, and troubleshoot teleconferencing equipment, multimedia devices, monitors, projectors, and any other presentation equipment for meetings and events dealing with all technical aspects.
Managing Communications
- Log IT queries and communicate technical issues to users.
- Keep all parties up to date with the progress of ongoing IT queries.
Personal Work Management
- Liaise with end users to resolve IT queries and taking ownership of the issue, following up where appropriate.
- Liaise regularly with colleagues to identify their work commitments and prioritising your workload accordingly.
Client Management
- Train and educate new starters of the correct use of IT hardware and software in line with GDPR obligations.
- Build and maintaining effective relationships with end users.
- Actively contributing to IT initiatives in the department
Developing Self and Others
To develop an understanding of on-going developments in Information Technology
Person Specification
Qualifications
- Minimum GSCE including English and Maths (A-C/4-9)
- Likely to have studied post GCSE in IT specific courses.
Relevant Experience
- At least 3 to 6 months experience working within a customer-based support role.
- Good working knowledge of Windows 10 and Microsoft Office suites.
- Basic PC maintenance skills are essential.
- Some experience of installing and upgrading computer software / hardware is essential.
- Some basic Windows server OS and Active Directory experience would be advantageous.
- Basic knowledge of network patching (CAT-5e / CAT-6) is essential.
Key Skills
- Ability to communicate technical information to both technical and non-technical employees.
- Ability to work autonomously.
- Excellent customer service
- Trouble shooting skills.
- Ability to prioritise workload.
- Ability to work on own initiative with limited supervision.
- Ability to work tight deadlines.
- Excellent attention to detail
- Ability to multi-task and work independently.
- Ability to pick up systems and procedures quickly.
Personal Qualities / Behaviours
- Demonstrate ability to work well under pressure.
- Enthusiastic self-motivated team player with the proven ability of working within a demanding environment and able to demonstrate a logical and methodical approach to problem solving.
- Patience and ability to remain calm under pressure, whilst always showing initiative and an ability to apply a lateral thought process to problem resolution.
- Willing to travel to our Hertfordshire office to provide hands on support as required.
To learn more about this role and its main duties and responsibilities, you can apply here.
