IT Trainee - Bury St. Edmunds, United Kingdom - XPERIENCE IT SOLUTIONS LIMITED

XPERIENCE IT SOLUTIONS LIMITED
XPERIENCE IT SOLUTIONS LIMITED
Verified Company
Bury St. Edmunds, United Kingdom

3 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

beBee Recruiter
Description

Vacancy:
Managed Services Trainee Technician


Contract:
Permanent


Hours of Work:
Full Time hours per week)


Reporting to:
Service Delivery Manager


Location:
Hybrid Working between home and one of our UK offices: Lisburn (Northern Ireland), Peterborough (Cambridgeshire) or Bury St Edmunds (Suffolk)

At Xperience we deliver business efficiencies through Digital Transformation.


We put our clients at the heart of everything we do, helping them create better, faster processes, build stronger customer relationships, strengthen data security, accelerate profitability and position them for growth.

That's why we've got over 1,100 clients who are more efficient, more productive and more profitable just because they work with us.

And, it's why 95% of our clients say they would recommend us. But really, it's our people that make the difference at Xperience. They have the expertise and ambition to collaborate with our clients to guide them towards the optimum solution.

Together as a team and through partnerships with world leaders in technology, we provide smart solutions that provide real digital transformation in businesses, including Cloud, ERP, CRM, Managed IT, and Cyber Security.


The Role


We are undergoing an exciting time in our evolution and we're always on the look out for
Managed Services Trainee Technicians who are passionate about supporting customers with their IT
. Joining an established Managed Services Helpdesk Team, you will gain experience and training in the delivery of best-in-class Managed IT support to our growing customer base.


Key Responsibilities:


  • Be the first point of contact for technical support to both internal and external stakeholders
  • Work to deliver on Service Level Agreements and ensuring that all support incidents are accurately recorded
  • Use the helpdesk management system to log tickets for internal and external stakeholders, where raised by telephone
  • Perform initial investigation and where required, escalate the incident to our Level 1 / 2 or Level 3 technical teams, ensuring high levels of customer care
  • Proactively monitor internal systems including backup reports, network and device monitoring systems, antivirus and patch management dashboards etc. to identify issues of concern, taking action to create a support incident on behalf of a client
  • Configure, deliver & deploy PC's, laptops and printers for internal and external stakeholders
  • Perform regular remote or onsite maintenance on behalf of our clients
  • Provide onsite technical support and/or to facilitate the collection and delivery of hardware for repair or troubleshooting
  • Refer client requests for advice & consultation to Business Solutions and Commercial teams
  • Take responsibility for one's own professional development, through continuous learning, to ensure that any contractual or partnership accreditations or certifications are achieved
  • Collaborate with peers and other areas of the business to increase internal product and service knowledge
  • Manage and monitor internal and external ICT systems and platforms performing any necessary maintenance
  • Take responsibility for one's own professional development, through continuous learning, to ensure that any contractual or partnership accreditations or certifications are achieved
  • Collaborate with peers and other areas of the business to increase internal product and service knowledge

Application Process

Person Specification

Essential:


  • Previous experience in a customer service role
  • Excellent communication skills
  • GCSE Maths and English at Grade A*C or 94 (or equivalent)
  • A passion for using technology to help customers
  • Valid Right to Work in the UK (We do not currently hold a visa sponsorship licence)

Desirable:


  • At least 1 years' previous experience in an IT/Professional Services organisation
  • Previous experience in an internal or external facing helpdesk support team
  • Previous handson experience with ticket management systems e.g., ConnectWise

Benefits Package:

  • 30 days annual leave plus 8 bank holidays
  • 1 additional day's leave for your birthday
  • Employer pension contribution of 3%
  • Hybrid working
  • Cycle to Work Scheme
  • IT Purchase Scheme
  • Access to Skillsoft Learning and Development Platform

Competencies required for role:

Teamwork and Collaboration
Shares knowledge and works across departments and locations, working co-operatively and supportively with colleagues.


Results Focussed/Problem Solving
Prioritizes tasks, overcomes obstacles and accepts ownership of work assigned. Owns actions that deliver results.


Developing Yourself & Others

Xperience is an equal opportunities employer.

Job Types:
Full-time, Permanent


Salary:
£19,642.00 per year


Benefits:


  • Additional leave
  • Company events
  • Company pension
  • Cycle to work scheme
  • Free parking
  • Onsite parking
  • Referral programme

Schedule:

  • Day shift
  • Monday to Friday
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