Introduction

The number one goal of everyone in our team is to make our Clients exceptionally happy. The Aspiring IT Engineer plays an important role in making sure that happens. The Aspiring IT Engineer handles the first-level support requests that come in from our Clients. They are the first to touch a helpdesk ticket and ensure that the issue is handled quickly and the Client is informed of what to expect at every step. When help is needed, the Aspiring IT Engineer can get help from or escalate issues to other members of the Service Delivery Team.

SKILLS AND ATTRIBUTES DESIRED 

A love of (and ability to) Solve Problems & Challenges • Great Communications skills, founded in being a good listener

An understanding of support tools, techniques and how technology is used to provide services

Strong understanding of operating systems, business applications, printing systems and network systems

Must be able to type quickly and accurately while talking on the phone

A deep desire to deliver an amazing Client Experience

Knowledge of IT Applications, Software & Hardware

The ability to speak both Geek and human

Great Communications skills, founded in being a good listener

IT literate – Advanced user level

A deep desire to deliver an amazing Client Experience

Drivers license

The ability to speak both Geek and Human

The ability to keep up with & adapt to the fast-paced IT world

NICE TO HAVE 

Experience using a Ticketing system / RMM Tool and PSA software

Experience providing support via remote tools

Experience handling Technical Service Tickets

Experience and knowledge of working with the Microsoft 365 Platform • Professional IT Certifications

Client Experience Certifications

Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.

PERKS 

Get your birthday off

An easy-going environment and culture (we all enjoy what we do)

The flexibility to work from home if needed (we run a Hybrid office)

A Proactive Approach to Ongoing Training to help you develop life-long skills

CAREER GROWTH

For someone looking to get started in IT, the Aspiring IT Engineer naturally leads into roles such as: the IT Engineer, Network Engineer, Solutions Architect, Account Manager, Virtual CIO, CTO or Service Delivery Manager.

Key responsibilities

CUSTOMER SERVICE

Providing a first point of contact for customers through our helpdesk, be that via phone, email or ticket

Delight our Clients with a Friendly, Quick and Helpful Experience

Provide the Client with basic remote troubleshooting

USE OF OUR TICKETING SYSTEM

Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests

Managing and recording all work through our Ticketing System • Make sure that Client Documentation is well maintained

Split tickets that have several issues into their own individual ticket

Make sure that tickets aren’t “stale” throughout the process

USE OF OUR MONITORING & MANAGEMENT TOOL 

Review RMM dashboard and apply remediation actions as indicated by our Processes

Review regularly scheduled/automated actions as indicated by our Processes

PROJECT WORK

From time to time, the projects team will need additional resources to help deliver projects either on-site or remotely.

When opportunities arise, the Apprentice / L1 Technician may be required to help with project delivery

COMMUNICATION, REPORTING & RISK

Escalate tickets that require Senior Helpdesk Engineer support

Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue

Submit Timesheets & Expense reports as indicated on their SOPs

Identify, Communicate and Mitigate potential risks to the Service Delivery Manager and Clients

TEAM WORK 

Follow the schedule provided by the Service Delivery Manager or Service Coordinator / Dispatcher • Follow Standard Operating Procedures (SOPs) for daily/weekly recurring tasks

Follow all our Security Procedures and Keep a Vigilant Eye for Security Issues • Identify opportunities for improvement and make constructive suggestions for change

Contribute to the process of innovative change effectively

Undertake other duties as required by the Service Delivery Coordinator, Service Delivery Manager or CTO

Working hours

9 – 5 pm – Monday to Friday

Company background

Please call to find out more on 01752 724000