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- Tasks: Provide technical support and assistance to users, resolving software issues.
- Company: Join a dynamic team at Harris, a leader in mission-critical software solutions.
- Benefits: Enjoy remote work, competitive pay, and a fun, casual environment.
- Why this job: Kickstart your tech career while making a real difference for customers.
- Qualifications: A degree in IT or related field; experience in tech support is a plus.
- Other info: Great opportunities for learning and growth in a supportive culture.
The predicted salary is between 20000 - 30000 £ per year.
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.
Remote work environment. Requires occasional on-call weekend support.
Harris provides mission critical software solutions for the Public Sector, Healthcare, Utilities and Private Sector verticals throughout North America, Europe, Asia and Australia. Working for Harris is the perfect opportunity to fulfil your professional goals as well as achieve your personal dreams! Our employees enjoy a casual work environment that offers comfort while providing superior service to our customers. We offer a comprehensive benefit package as well as other additional “Perks”!
We empower our employees to make a difference. We have an award winning culture. We offer opportunity to learn. We are financially strong and we are owned by the largest software company in Canada (CSI). We have fun!
Follow us on social media to learn more about our company values, culture and initiatives!
Harris is an Equal Opportunity/Affirmative Action Employer.If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at (1)-613-226-5511 or at HarrisTalentAcquisition@harriscomputer.com. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.
Technical Support Trainee employer: MediSolution
Contact Detail:
MediSolution Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Trainee
✨Tip Number 1
Get to know the company! Research i2 Group and their software solutions. Understanding their products will help you answer questions confidently during interviews and show that you're genuinely interested in the role.
✨Tip Number 2
Practice your communication skills! As a Technical Support Trainee, you'll be interacting with customers regularly. Try role-playing common support scenarios with friends or family to build your confidence.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info about the company culture and even lead to referrals.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining the team at Harris. Don’t miss out on this opportunity!
We think you need these skills to ace Technical Support Trainee
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 software troubleshooting, and don’t forget to mention your soft skills like communication and problem-solving.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re passionate about this role and how your background makes you a great fit. Be sure to mention your enthusiasm for customer service and technical support.
Showcase Your Technical Skills: In your application, be sure to showcase any technical skills you have, such as familiarity with operating systems or ticketing systems. If you’ve got certifications, flaunt them! They can really set you apart from other candidates.
Apply Through Our Website: We encourage you to apply through our website for the best chance of success. It’s straightforward and ensures your application gets to the right people. Plus, you’ll find all the info you need about the role there!
How to prepare for a job interview at MediSolution
✨Know Your Tech
Brush up on your technical knowledge, especially around i2 software applications and troubleshooting techniques. Familiarise yourself with common issues users face and how to resolve them, as this will show your potential employer that you're proactive and ready to tackle challenges.
✨Practice Customer Interactions
Since this role involves direct customer support, practice how you would handle various customer scenarios. Role-play with a friend or family member to improve your communication skills and ensure you can maintain a positive attitude even in challenging situations.
✨Showcase Your Problem-Solving Skills
Prepare examples of past experiences where you've successfully diagnosed and resolved technical issues. Be ready to discuss your thought process and the steps you took to find solutions, as this will demonstrate your analytical abilities and resourcefulness.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, ongoing projects, or how they measure success in the Technical Support Trainee role. This shows your genuine interest in the position and helps you assess if it's the right fit for you.
