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For Companies At a Glance
- Tasks: Provide technical support and assistance to users, resolving software issues and enhancing performance.
- Company: Join i2 Group, a dynamic Harris Computer company focused on innovation.
- Benefits: Gain valuable experience, flexible remote work, and opportunities for professional growth.
- Why this job: Kickstart your tech career while making a real difference in customer satisfaction.
- 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.
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 in England employer: i2 Group Inc.
Contact Detail:
i2 Group Inc. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Trainee in England
✨Tip Number 1
Get your networking game on! Reach out to people in the industry, join relevant groups on LinkedIn, and don’t be shy about asking for informational interviews. You never know who might have a lead on that perfect Technical Support Trainee role!
✨Tip Number 2
Practice makes perfect! Before any interview, run through common technical support scenarios and how you’d handle them. This will help you feel more confident and ready to impress when it comes to troubleshooting software issues.
✨Tip Number 3
Show off your soft skills! During interviews, highlight your communication and problem-solving abilities. Remember, it’s not just about fixing bugs; it’s about keeping customers happy and satisfied with your support.
✨Tip Number 4
Apply through our website! We love seeing applications come directly from candidates who are genuinely interested in joining us. Plus, it gives you a chance to showcase your enthusiasm for the role and the company!
We think you need these skills to ace Technical Support Trainee in England
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Technical Support Trainee role. Highlight any relevant experience, especially in technical support or customer service, and don’t forget to mention your problem-solving skills!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re passionate about tech support and how your background makes you a great fit for the team at i2 Group. Keep it friendly and professional!
Show Off Your Technical Skills: In your application, be sure to showcase your technical skills, especially with operating systems and software troubleshooting. Mention any relevant certifications or tools you’re familiar with, like ticketing systems or databases.
Apply Through Our Website: We encourage you to apply through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to keep track of your application status directly!
How to prepare for a job interview at i2 Group Inc.
✨Know Your Tech Stuff
Make sure you brush up on your technical knowledge, especially around i2 software and common troubleshooting techniques. Familiarise yourself with operating systems like Windows and macOS, as well as any relevant diagnostic tools. This will help you answer questions confidently and show that you're ready to dive into the role.
✨Practice Customer Interactions
Since this role involves direct customer support, practice how you would handle various customer scenarios. Think about how you'd explain technical issues in simple terms and how to maintain a positive attitude, even when faced with challenging situations. Role-playing with a friend can be a great way to prepare!
✨Show Off Your Problem-Solving Skills
Be ready to discuss specific examples of how you've diagnosed and resolved technical issues in the past. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will demonstrate your analytical abilities and how you approach problem-solving in a real-world context.
✨Ask Smart Questions
Prepare some thoughtful questions to ask at the end of your interview. Inquire about the team dynamics, ongoing training opportunities, or how they measure success in the role. This shows your genuine interest in the position and helps you assess if it's the right fit for you.
