Apprentice IT Technician - Netserve Limited

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Job Summary

Location: Southampton SO15 1GQ
Salary per week: £192.00 - 202.00
Working hours: 37.5
Applications in by: 27/06/2020
Interview Date: 10/07/2020
Job Code: CT34299


We are a small local IT consultancy company based in central Southampton and have been going since 2003. We offer IT solutions to local businesses and home users across Hampshire and Dorset. Due to expansion, we are looking for an IT apprentice to join our team of nine. They will provide IT repairs, upgrades and IT solutions to our customers.

The Apprentice IT Technician will assist in all aspects of maintaining and providing IT support to our home and business customers. This will include working on customer’s computers both within our office and by attending the customer’s premises. You will be part of the team which provides solutions for customers when they experience technical issues, wish to buy new IT equipment and for general enquiries. You will be expected to log all IT jobs within our ticketing software and ensure that customers are billed accordingly. Whilst you will be working as an IT technician, a main element of the role is delivering first class customer service.

Click to learn more about Netserve Limited

Duties will include:

IT Solutions

  • To provide IT support to primarily to Home Computer Help customers for hardware, software, audio, visual, printers, servers, and other IT related equipment. You will also provide support to Netserve customers under the delegation of the senior Netserve IT technician.
  •  To provide IT support with the setting up, maintenance, and repair of computers, audio, visual equipment, computer linked equipment and computer related equipment.
  • To listen carefully to the customer’s problem, diagnose and identify the customer’s needs and ensure that the IT solution you provide is the most effective and efficient solution tailored to that customer.
  •  To regularly communicate the status of your technical solution to the customer clearly and in a user-friendly, professional manner
  • To ensure that all computer equipment is assigned a ticket and logged on to our accounting software.
  • To follow all internal processes, procedures and policies, including gaining senior level authorisation before wiping a hard drive.
  • Proactively educate customers about our ‘Go Monthly Support Package’ options [commission available for packages sold].
  •  To provide onsite IT support to Netserve and Home Computer Help customers. In order to deliver this service, a Netserve courier will either drive you in a company pool car or you will drive yourself with the use of a company pool car – this will depend on whether you hold a driving license and hold the right business insurance. Delivery of onsite IT support is an essential element of this role.

Health and Safety

  • The Apprentice IT Technician is expected to conform to Health and Safety requirements in respect of the Health & Safety at Work Act and other relevant legislation at all times. To adhere to safe working practices, Health & Safety policies and other procedures. To report all accidents and incidents in accordance with procedures.
  • Should they be authorised to use a company car, the Apprentice IT Technician should provide the Business Partner a copy of their car insurance certificate which clearly shows ‘Business’ Car Insurance.
  • Should they be authorised to use a company car, the Apprentice IT Technician should regularly inspect the company car for defects and safe operating

Administration

  • Daily create an accurate record of the IT equipment/parts collected from our customers and effectively communicate the problem for each equipment/part to the office-based IT technicians.
  • On occasions, take receipt of cash payments and ensure these are securely deposited to the office staff.
  • Obtain customer IT details relevant to resolving the IT issues to avoid delay in repairing the issue. This includes obtaining login information, list of the files to be transferred, nature of the repair and software required by the customer.
  • Create accurate customer invoices following completion of the work, including number of hours labour, cost of part sold, and their correct hourly labour rate.
  • Create quotes when instructed by the customer and diarise a follow up phone call.
  • Upon completion of a job, take debit/credit card details in order to take payment and ensure the transaction was authorised.
  • Place orders for IT parts with our list of preferred IT suppliers.
  • Ensure the office is kept tidy and orderly so that tools and equipment can be easily located.

Customer Services

  • Professionally handle all communications with customers and ensure that any issues are resolved both promptly and thoroughly.
  • Efficiently gather customer information.
  • Provide quality customer service in a variety of areas including invoicing, taking payments and rescheduling appointments.
  • Maintain a balance between company policy and customer benefit in decision making, and handle issues in the best interest of both customer and company.
  • Make suggestions to the team for improved ways of working.
  •  Identify opportunities where the customer may benefit from sale of new or additional services or products.

 

Training Provided

Throughout the duration of the Apprenticeship you will be required to attend one of PETA training centres for off-the- job training.  The majority of training will be completed with your employer at your place of work.

 

You will work towards the following qualifications:

  • Infrastructure Technician Level 3
  • Functional Skills in English and Maths if required

Skills required:

  • Problem solving ability
  • Good communication skills
  • Good interpersonal and social skills
  • Ability to converse with customers
  • Excellent organisational and time management skills
  • Customer service skills
  • Administrative ability (writing notes on our ticketing system, creating invoices etc)
  • Ability to work well in a team/ act as a team player
  • Take accountability for seeing an IT job through to completion
  • Take ownership for mistakes and be open and honest with the Technical Director if a mistake is made so that a solution can quickly be found.

Personal qualities:

  • Team player
  • Logical thinker
  • Listening skills
  • Friendly and approachable
  • Professional
  • Helpful and considerate
  • Self-motivated
  • Productive

Qualifications required:

  • GCSE Maths Grades A – C or 4 – 9
  • GCSE English Grades A – C or 4 - 9

Benefits:

  • 20 days holiday plus Bank Holidays
  • Free on-site car parking

Future Prospects:

  • Progression routes available for the right candidate to Network Engineer Level 4 Apprentice

Applications in by: 27/06/2020
Interview Date: 10/07/2020
Job Code: CT34299


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