Junior Technical Support Engineer

Job Description – Junior
Technical Support Engineer

The
Opportunity

Our
client is recruiting for a Apprentice Technical Support Engineer to join
their team in Whiteley, Fareham.

The Level 3 Information Communication Technician programme that we are offering, will allow you to kick-start your career
in an industry that is constantly evolving, dynamic and transformational.

The steps you take will provide you with valuable first-hand
experience, knowledge, skills and qualification to help really drive your
career forward. We are here to guide and support you every step of the way!

The Company

Our client specialises in
providing cutting-edge telephony and connectivity solutions for small and
medium-sized businesses across the UK. Their innovative services help
businesses stay connected, and they pride themselves on delivering exceptional
customer support. They are now looking for a Junior Technical Support Engineer
to join their team and help continue providing top-notch service.

The Position

Role Overview:

As a Junior Technical Support Engineer, you will be responsible for
providing technical support to our customers for both telephony and
connectivity-related queries. You will troubleshoot and resolve customer issues
over the phone, via email, or through remote access tools. Additionally, you
will assist with the remote installation and configuration of small telephony
systems for our clients.

This is a fantastic opportunity for someone looking to develop their
technical skills within the telecoms industry, with plenty of room for growth
and learning.

 Responsibilities:

·       Provide
first-line technical support to customers, resolving telephony and connectivity
issues

·       Troubleshoot
problems related to VoIP systems, broadband connections, and hardware

·       Assist with the
remote installation and setup of small telephony systems, including
configuration and testing

·       Respond to and
resolve customer support tickets in a timely manner via phone, email, and
remote access

·       Escalate complex
technical issues to senior engineers where necessary

·       Maintain and
update documentation related to customer issues and resolutions

·       Deliver
excellent customer service by communicating effectively and providing clear
guidance to customers

·       Ensure service
level agreements (SLAs) are met and customer satisfaction is maintained

·       Collaborate with
other departments, such as sales and account management, to ensure a seamless
customer experience

Desired Qualities, Skills and Knowledge:

• A
  basic understanding of telephony systems, VoIP, and broadband technologies
  would be great but not necessary (full training will be provided)
  
• Driving
  Licence / Working towards driving licence is preferred.
  
• Previous
  experience in a technical support role (desirable, but not essential)
  
• Strong
  problem-solving skills with the ability to troubleshoot technical issues
  
• Good
  communication skills, both verbal and written, with the ability to explain
  technical information to non-technical users
  
• Familiarity
  with remote support tools and basic network configurations is a plus
  
• Ability
  to work independently as well as part of a team
  
• Strong
  customer service mindset with a proactive and positive attitude
  
• A
  willingness to learn and develop new technical skills
  

Benefits:

·       Annual
Summer Party

·       Exclusive
trips and getaway incentives 

·       Social
events

·       22 days
holiday plus 8 bank holidays

·       Extra Day
off on your birthday

·       4:00 PM finish
on a Friday

Eligibility Criteria
Individuals must have a valid and eligible residency status to
apply for this role.

About ITP
We help employers develop their best talent
and inspire the next generation through apprenticeships, mentoring and
training, we’re plugging the UK’s digital skills gap to provide a workforce for
the future.

If this sounds like the role
for you, get in touch! Once we receive your application, one of our team will
be in touch to help you with the next stage.