Trainee Technical IT Support

Our client based in Wallingford is recruiting for a and enthusiastic Trainee Technical Support Coordinator to join our clients team, who is responsible for servicing software and services.

The successful candidate will be enthusiastic about technology and thrive under pressure in a busy environment. They will be open to learning a wide range of new skills, have a logical approach to problem-solving with excellent attention to detail.

The Technical Support Coordinator will handle support calls and emails from customers and internal staff, maintain hardware, prepare equipment for on-site delivery. They will report to the Head of Operations.

This role may suit a candidate with a passion and interest in IT and seeking a role where they can utilise their skills.

JOB RESPONSIBILITIES:

• Prepare new equipment and run maintenance on existing hardware
• Setup and prepare equipment for delivery to events
• Provide technical support for our on-site operations, including some weekends, early mornings and evenings
• Technical support for our SaaS solutions
• Set, maintain and exceed customer service standards
• Log all tickets within our CRM and keep up to date as they progress
• Progress all outstanding tickets and ensure they are resolved within the relevant time scales
• To encourage feedback on services provided and recognise the changing needs of the service, and make recommendations to your line manager for improvements
• Attend training to develop relevant knowledge, techniques and skills
• Perform any other duties related to the support and delivery of the products, or related third party products, as directed by the management team from time to time.

QUALIFICATIONS:

• Excellent communication skills, particularly over the telephone, with the ability to explain issues clearly and simply, both orally and in writing
• Although experience in an IT setting is not essential (as full training will be given) an understanding and interest, particularly in software, would be a distinct advantage
• Previous experience of face-to-face or telephone-based customer service is desired
• Good understanding of technology and how it is applied in business
• A high degree of computer literacy and technical competency

PERSONAL CHARACTERISTICS:

• Logical and analytical, with a methodical approach to problem-solving
• Solution-focused, with ability to prioritise
• Accurate, with high attention to detail
• Good team player, yet willing to take personal responsibility for issues
• Able to follow process and procedures
• Have a willingness to learn new systems
• Ability to meet deadlines and manage time effectively
• Able to be patient, tolerant and problem-solve accordingly
• Flexible and hardworking approach, with a can-do attitude
• A passion for success and always striving for excellence
• Persistent and resilient under pressure, with a good sense of humour
• Excellent administrative and organisational skills
• Self-motivated, resourceful and keen to learn and share knowledge
• Ability to work on own initiative
• Enthusiastic, motivated, empathetic and professional
• Be honest and act always with integrity
• Have a strong customer service mindset
• Hold a valid UK driving license
• Hold a valid passport.