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- Tasks: Provide technical support and assistance for i2 software applications to end-users.
- Company: Join i2 Group, a dynamic Harris Computer company focused on innovation.
- Benefits: Remote work, competitive salary, and opportunities for professional growth.
- Why this job: Make a real difference by helping customers solve technical issues and improve software performance.
- Qualifications: Bachelor's degree in IT or related field; experience in technical support is a plus.
- Other info: Collaborative team environment with ongoing training and development opportunities.
The predicted salary is between 800 - 1000 £ per month.
i2 Group, a Harris Computer company, are currently recruiting a Technical Support Trainee (Apprentice) on a fixed-term contract basis. The Technical Support Trainee (Apprentice) will be responsible for providing technical assistance and support to end-users related to i2 software applications, resolving technical issues, and ensuring optimal performance of i2 software. This role involves direct interaction with customers, diagnosing and troubleshooting software problems, and collaborating with development teams to enhance software functionality across enterprise systems.
Key Responsibilities
- Technical Support: Respond to customer inquiries via phone, email, and chat promptly and professionally. Diagnose and troubleshoot software issues reported by end-users. Provide step-by-step technical assistance to resolve application problems.
- Issue Resolution: Identify, document, and resolve software bugs and issues. Escalate complex issues to higher-level support or development teams when necessary. Follow up with customers to ensure issues are fully resolved.
- Customer Service: Maintain an elevated level of customer satisfaction through courteous and efficient handling of support requests. Provide regular updates to customers regarding the status of their support tickets. Conduct follow-up communications to ensure customer issues are satisfactorily resolved.
- Documentation: Document support requests, troubleshooting steps, and resolutions in the ticketing system. Create and update knowledge base articles and technical documentation for internal and external use. Maintain accurate records of customer interactions and support activities.
- Collaboration: Work closely with development, QA (Quality Assurance), and product teams to provide feedback on recurring issues and suggest improvements. Participate in team meetings and training sessions to stay updated on new features, tools, and best practices.
- Continuous Improvement: Identify trends in support requests and recommend solutions to improve software performance and user experience. Stay current with the latest industry trends, software updates, and support best practices.
Other duties
Education: Bachelor’s degree in Computer Science, Information Technology, or a related field (Essential). Relevant certifications (e.g., ITIL, Microsoft Certified) are a plus.
Experience: Proven experience in a technical support or help desk role (Desirable). Experience with software troubleshooting and diagnostic tools (Desirable). Familiarity with ticketing systems and customer support software (e.g., Salesforce, JIRA) (Desirable). Familiarity with i2 Software (Desirable).
Technical Skills: Proficiency in operating systems (Windows, macOS, Linux) (Desirable). Knowledge of relational database systems (MS SQL, MS Access, DB2, Postgres or Oracle) (Desirable). Understanding of networking fundamentals and protocols (Desirable).
Soft Skills: Excellent communication and interpersonal skills. Strong problem-solving and analytical abilities. Ability to work independently and as part of a team. Patience and a positive attitude when dealing with challenging customer situations.
Work Environment: Remote work environment. Requires occasional on-call weekend support.
Technical Support Trainee employer: Harris Computer
Contact Detail:
Harris Computer Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Trainee
✨Tip Number 1
Get your tech skills sharp! Brush up on troubleshooting techniques and software knowledge relevant to the role. We want you to feel confident when you're chatting with customers about their issues.
✨Tip Number 2
Practice your communication skills! Role-play with a friend or family member to get comfortable explaining technical concepts in simple terms. Remember, it’s all about making the customer feel understood and supported.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or join relevant online forums. This can give you insider tips and maybe even a referral, which can really boost your chances of landing that interview.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who take the initiative to engage directly with us.
We think you need these skills to ace Technical Support Trainee
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Technical Support Trainee role. Highlight any relevant experience or skills that match the job description, like your troubleshooting abilities or customer service experience.
Show Off Your Soft Skills: Since this role involves a lot of customer interaction, don’t forget to showcase your communication and problem-solving skills. We love seeing candidates who can handle challenging situations with patience and a positive attitude!
Be Clear and Concise: When writing your application, keep it straightforward and to the point. Use bullet points where possible to make it easy for us to see your qualifications and experiences at a glance.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Harris Computer
✨Know Your Stuff
Make sure you brush up on your technical knowledge, especially around i2 software applications. Familiarise yourself with common troubleshooting techniques and be ready to discuss any relevant experience you have in technical support or help desk roles.
✨Practice Customer Interactions
Since this role involves direct interaction with customers, practice how you would handle various customer scenarios. Think about how you would respond to a frustrated user or explain a complex issue in simple terms. Role-playing with a friend can really help!
✨Show Off Your Problem-Solving Skills
Be prepared to demonstrate your analytical abilities during the interview. You might be asked to solve a hypothetical technical issue on the spot, so think through your problem-solving process and articulate it clearly. Highlight any past experiences where you successfully resolved issues.
✨Ask Smart Questions
At the end of the interview, don’t forget to ask insightful questions about the team, the software, or the company culture. This shows your genuine interest in the role and helps you determine if it's the right fit for you. Plus, it gives you a chance to engage with the interviewers!
