Junior Technical Services Engineer Industrial Placement

Who we are looking for

A Junior Technical Services Engineer, who’s time will be split equally across two of our support teams and learn the key technologies and processes required in the role.

The Technical Services Placement is a 52 week rotational programme within our service desk and IT services team, the programme will provide you with full training and support to equip you with the technical and soft skills needed for a successful career in IT.

Our technical service desk ensures that our staff have the hardware and software required to perform their roles and support the Business. You will learn how to take end-to-end ownership of incidents and escalate them where necessary, to see them through to resolution. As part of onboarding, you will have access to our training and quality assurance program to help develop and offer a best-in-class service to our internal customers.

IT Support are responsible for resolving 2nd line incidents and provisioning technology equipment for our colleagues. We take ownership of escalations from the service desk and where necessary, manage the escalation into to 3rd line teams. We also provide a focused service to our senior colleagues.

Preferred skills and experience

• Positive proactive approach to your work.
• Great interpersonal and customer service skills.
• Ability to make and act on decisions when under pressure.
• Self-managed with the ability to work unsupervised.
• Excellent problem-solving skills with high attention to detail.
• Concise written and verbal communication skills.
• Quick learner with a willingness to learn new and exciting technology skills.
• Ability to operate with a sense of urgency, whilst demonstrating adaptability.

Main Responsibilities

• Completing mandatory training contents.
• Logging requests and managing incidents from our internal customers submitted through our support channels including Live Chat, Self-Service, phone calls and emails.
• Investigating and promptly escalating incidents where required to other teams to support resolution.
• Contributing and supporting the delivery of agreed team and individual performance targets.
• Providing local and remote support across all internal customers in multiple locations.
• Supporting all aspects of technology hardware across the Business.
• Monitoring technology services for uptime and quality.
• Supporting the implementation of new technologies into the Business, providing guidance and access to knowledge documentation.