As part of the IT support function, you will work with colleagues to resolve IT incidents for our clients via the internal ticketing system. Supporting mainly Microsoft technologies, the role offers variety in daily tasks. You will be supported by experienced colleagues resolving incidents where escalation is needed. There may be occasions when you will be required to visit client sites to assist with supporting the client's infrastructure and onsite employees.
Daily tasks, but not limited to;
● Support, maintain and enhance the IT infrastructure of Northern Star’s customers thus ensuring IT is reliable and robust
● Log support calls received from the support line or email following the Northern Star procedure for class A and B clients
● Attempt to resolve calls using your own knowledge, Microsoft, HP, CRM or a Knowledge base for class A and B clients
● Update calls on the CRM system following Northern Star Procedure
● Be responsible for escalating calls to Level 1/2 Account Manager if you are unable to provide a resolution
● Communicate the status of calls to the client on a daily basis
● Submit knowledge base articles for inclusion in IT Glue
● Produce daily open issues reports and communicate this to the Operations Manager & Ops Director
● Carry out proactive support work assigned to you
Desired Skills
Familiarity with computer hardware, software and basic troubleshooting. Have some experience with Cloud-based services E.G Office 365, Entra ID etc You should have clear written and spoken communication skills. Commitment to safeguarding. Demonstrate flexibility and teamwork to support overall service delivery. A client-facing demeanour would also be advantageous to this role as some site onsite visits may be required.
Personal qualities
- Team player
- Positive attitude
- Confident when making/receiving phone calls.
- Able to demonstrate being able to work on your own initiative without the need for constant supervision
Qualifications required
Grade C/4 or above in Maths and English and a related IT qualification
Future prospects
The company has a history of retaining graduate apprentices and offering full-time employment. Several current IT technicians are ex-apprentices.
Training to be delivered
Information Communications Technician Apprenticeship L3 including Functional Skills in Maths and English
Employer
Northern Star
Visit employer websiteAddress
Northern Star
Greater London
Twickenham
TW1 4JR
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