Position Overview & Specifications
Job Overview
We are looking for a Junior IT Support Technician with a 'want to learn' attitude to join our rapidly expanding team. As a Junior IT Support Technician, your role is to work closely with the Senior Technicians to assist in providing technical support, diagnosing and resolving issues for our customers.
Our team will be providing training where required around Onboarding and Offboarding Users, Setting up Devices, Technical (Hardware and Software) Support and Training. These will then become the key responsibilities that you are required to carry out in this role from our offices in Watchfield, Oxfordshire.
You are required to provide the best customer service to our clients in the best possible way. You will have to troubleshoot both hardware and software issues and fix the problems in their computer systems and mobile devices.
Whilst the majority of support is completed remotely, you may also be required to attend customer sites on occasion.
Excellent communication skills and problem-solving skills are the key requirements for this role.
If you think you can troubleshoot the technical issues efficiently then send in your applications to become part of our team.
Responsibilities
- Understand the nature of the issues the customer is facing and provide adequate solutions for the same.
- Respond to customer queries and escalate complaints.
- Troubleshoot technical inadequacies by obtaining required information from the customer over phone or email.
- Escalate difficult or complex issues in a timely manner.
- Provide excellent customer service to the clients.
- Respond to and resolve requests as soon as possible whilst ensuring Service Level Agreements are not breached.
- Follow up with the customers on a daily basis.
- Suggest, create and maintain documentation of issues related to customer incidents and service requests.
- Report re-occurring incidents to management.
- Determine potential issues and get them resolved beforehand.
- Suggest improvements in the existing procedures.
Requirements
- Willingness to learn new skills
- Basic hands-on experience in resolving technical issues.
- Excellent customer service skills.
- Ability to problem solve.
- Ability to articulate steps taken in documentation.
- Must be a patient listener and well averse in re-assuring customers during challenging times.