Employer : Red Door

Apprenticeship Standard : Information Communication Technician Level 3

Location : Lancefield House, 5 Commerce Way, Croydon, CR0 4AX

About the Role

This is a fast paced, growing organisation delivering quality Proactive Managed IT services in and around London.

The role is customer focused.  The successful candidate will have a willingness and enthusiasm for delivering exceptional customer service.

Reporting to the Operations Manager, the successful candidate will assist the technical team with carrying out the day-to-day activities of the support desk.

Key Responsibilities

• Troubleshoot and resolve hardware, connection, printer and software issues reported.
• Update network applications as required.
• Ensure wallboard TV’s are on every morning
• Monitor and remove virus, spyware and other non-authorized software.
• Perform regular customer site checks, undertake routine maintenance and server checks.
• Logging new tickets using Autotask.
• Answering the phones in a polite and professional manner.
• Answering all allocated support/service calls/emails ensuring all are dealt with to the best of their abilities in a timely and effective manner.
• Escalating any support tickets unable to be dealt with to the level 2 support.
• Assisting Technical Team at customer site with tasks set for example cabling issues, support, new PC set up etc.

People Management

• No people management skills required.

Financial Management

• No financial management responsibilities

Key Skills / Experience Required

• Very strong interpersonal, and communication skills.

• A mentality of always delivering on commitments.

• Positive attitude and a can-do attitude.

• Self-motivated and pro-active approach.

• Excellent communicator with great attention to detail.

Desirable Key Skills / Experience

• Strong customer service skills.

• Polite and positive demeanour.

• Eager to learn.

• Passion for IT.