Trainee IT Support Technician

Trainee IT Support Technician

£25,000 – £27,000

Carrera UK are searching for a reliable and motivated Trainee IT Support Technician to assist our IT helpdesk team near Fareham, Hampshire. You will be assisting and working alongside our 1st and 2nd line support technicians to resolve IT and telecom issues. Support will include installing, diagnosing, repairing, maintaining, and upgrading software, hardware, and IT infrastructure including PCs, printers, and networks. IT support will be carried out via remote access, over the phone, or in person at the customer’s site.

As a Trainee IT Support Technician, you will learn how to provide IT support in a fast-paced but friendly environment. Training is provided through on-the-job experience, self-taught research, company resources, and through collaboration with other team members. There will also be the opportunity to complete professional certificates through online training such as Microsoft and Azure Certifications.

Working within a team will be vital to your role. You will work together with other technicians, and individually, to investigate customer issues, providing diagnostics and the best solutions for our customers. You will be working to appropriate service level agreements and learn to understand when it is appropriate to escalate jobs to 2nd and 3rd line support engineers.

It will be your responsibility to ensure that information about IT systems is correctly communicated to our clients throughout the job. You will be confident, patient, and friendly when speaking with customers, and be able to explain technical issues clearly so that others can understand (particularly to those who may not be as technically advanced).

This role is ideal for candidates that have completed their education to sixth form level and are able to demonstrate their willingness to learn. You will be genuinely interested in IT - you may have previously built your own computers or have helped family and friends with their IT problems. You will be self-motivated, with a desire to learn new skills, and take on new challenges whilst working alongside our experienced technicians in an ‘on-the-job’ training environment. As a Trainee IT Support Technician, you should have experience in customer service, with skills that can be transferred to an IT helpdesk role. We will encourage progression within the company and support you with the appropriate training and development.

About The Company:

Carrera UK is a Managed Service Provider (MSP) based near Fareham in Hampshire. Carrera have a chatty and friendly office environment and specialise in providing IT services, and telecoms to small and medium-sized businesses across the South of England. Carrera aim to provide all the IT services a small business needs to operate smoothly and efficiently. Services that Carrera provide include IT support, web design, Digital Marketing Services, Microsoft 365 services, Microsoft Cloud services, connectivity, VoIP, and EPOS services.

Daily Duties:

• Communicating with customers about IT issues and their resolution
• Taking responsibility for incoming IT support tickets and calls
• Recording jobs and their resolutions in sufficient detail in a ticketing system
• Assisting the rest of the team by building, upgrading, and troubleshooting IT hardware for clients
• Assisting the rest of the team by diagnosing and resolving a wide range of Windows and networking problems to minimise downtime
• Escalating complex issues to 2nd and 3rd line support technicians
• The possibility of visiting customers to help with their IT issues in a company vehicle
• Effectively communicating with customers about their IT issues and their resolutions.

Desirable Soft Skills:

• Work experience in a customer-facing role
• Experience in managing customer relationships and providing excellent customer service
• Skilled in communicating effectively
• Ability to work and meet deadlines
• Capability to problem-solve
• Proficiently work both in a team and independently

Desirable Technical Skills:

• Knowledge of hardware and computer-building
• Comprehensive knowledge of Microsoft Office products and Windows operating system
• Good understanding of cloud-based services
• Knowledge of Microsoft 365 Services
• Understanding of VPNs, Remote Desktops, and other remote access tools

Education:

• 5 GCSEs including Maths and English
• A-Levels or BTEC Level 3

Experience (Desirable)

• 1 year of experience in a customer-facing role

Hours

• 40 Hours per week, Monday – Friday
• Occasional out-of-hours emergency assistance for customers which will be covered by an additional hourly rate.

If this role sounds of interest to you and you are enthusiastic about delivering exceptional IT support service to users, please apply for immediate consideration with a full CV.

Please contact us if you have any questions about the position.

Job Types: Full-time, Permanent

Pay: £25,000.00-£27,000.00 per year

Benefits:

• Company pension
• Employee discount
• Free parking
• On-site parking

Schedule:

• Monday to Friday
• Overtime

Ability to commute/relocate:

• Fareham, PO17 6LJ: reliably commute or plan to relocate before starting work (required)

Application question(s):

• Do you have at least one year of experience providing a high level of customer service, either in person or over the phone?

Education:

• GCSE or equivalent (preferred)

Licence/Certification:

• UK Driving Licence (required)

Work Location: In person

Reference ID: Trainee IT Support Technician