IT Technician Apprentice

Monitor your customer portfolio and respond to incidents logged by the customer or on behalf of the customer Management of problems to resolution for any network or equipment failures, including and not restricted to: software, hardware and infrastructure problems as defined by the SLA. This will include computers, servers, peripherals and cloud-based applications Ensure that all systems, change request forms, service calls and queries used to carry out work activities are updated on a real time basis including the completion of detailed and accurate call notes Act as point of contact regarding all technical issues with manufactures, suppliers, ISP and external support organisations Manage day-to-day tasks, time and responsibilities to ensure that service levels are achieved, proactive maintenance and change implementation objectives are met Proactively seek out changes that will add value for the customer and ensure the service is delivered in the most efficient and dynamic way Identify and raise issues, escalate or resolve where required and offer solutions to queries providing a customer interface (using all means for communication tools) to ensure the best possible customer experience Maintain a professional and effective working relationship with customers and work colleagues at all levels and at all times