IT Technician Apprentice

What you'll do

You’ll be supporting our team and colleagues throughout the business to use their IT systems effectively. Whether the colleagues are working remotely or within our Contact Centre, one of our Distribution Centres or growing number or retails stores you’ll accurately record the incident and effectively manage service levels. You’ll be working alongside a senior member of the team and apprenticeship mentor to identify fault diagnosis, manage servicing and repair and maintaining relationships with our 3rd party suppliers.

Getting the job done. Delivering a first-class level of customer service. Overseen by a senior mentor, your approach will focus on ensuring that all users and customers are treated efficiently and effectively.

Taking responsibility. You'll help and support the team to improve efficiency, reducing time spent on manual tasks and audits and ensure adequate coverage to meet SLAs and respond to incidents effectively.

Communicating. Whether it's face to face, over the phone, on a Google Hangout, email or Google Chat you’ll be able to communicate confidently and effectively with both technical and non-technical colleagues no matter who they are.

Collaborating. You’ll build and maintain relationships with stakeholders to help understand their challenges and focus on a solution to productively reach the end goal.

Focusing on the detail. Accurate data is key. You’ll record, update and document incidents, requests and changes using tools such as the IT Service Desk system, Configuration Management Database and Knowledge Bases making sure the data is up to date and error free.

What you'll bring

Experience. You have a keen interest in IT Support and love to support customers to reach the desired outcome.

Technical skills. You’ll have an interest and previous experience with working in computer hardware, various vendor OS including Google Chrome OS, Microsoft Windows, Apple MacOS.

Drive. You’re tenacious, and pursue things with energy, striving to finish what you started.

Creativity. You love problem solving. You focus on the problem in hand and find the solution whilst staying within the parameters of good practice.

Adaptable. Remaining positive and resilient under pressure; you adapt to change and make use of your support network.

Communication. You can build excellent working relationships, with both your colleagues and external suppliers.

Yourself. Bring your whole self to work and let your true personality shine through.

What you'll get

Toolstation. The story so far.