Support Technician Apprenticeship
About the role
During this Apprenticeship, you will learn the fundamentals of Transparity’s services, provide outstanding support to our customers and develop an outstanding career at an outstanding company.
You will based on our Support Desk, helping the team in offering quality IT support, technical assistance and exemplary customer service to to Transparity’s clients. Due to the nature of this role it is imperative that you can work flexibly, including some out-of-hours technical support as required via the on-call rotation schedule.
Your main responsibilities will include (but are not limited to):
- Answering calls and emails rapidly, making sure that support tickets are raised and categorised appropriately
- Providing a reassuring, polite and friendly point of contact for our customers
- Ensuring that appropriate customer communication and ongoing updates are provided for the lifespan of any issue or request
- Identifying and managing the timely escalation of tickets that have been allocated to you but need additional resource within the support team
- Proactive time and ticket update entry within the Support Desk ticketing system
- Ensuring that customer documentation and process guides are regularly updated as required
- Providing technical assistance to colleagues within the Service Desk
- Travelling to customer sites and providing technical support on-site where required
- Ensuring that personal time management is of the highest priority and that punctuality is a key focus
At Transparity, we recruit with our culture fit in mind. We are looking for talented people who can deliver through a strong work ethic, outstanding outcomes and putting the customer first, building great working relationships based on trust and integrity.
You will be passionate about collaborating and supporting your new colleagues as part of Team Transparity, as well as having a real desire to learn and grow. We want everyone to have the opportunity to be their best and reach their full potential, and a thirst to really make a difference to our customers is key.
As this is an Apprenticeship, you don’t need IT experience. However, it would be highly advantageous if you have Customer and/or Support Desk experience. We are also looking for a few other attributes:
Strong customer-facing and service skills
Strong written and verbal communication
The capability to work effectively within a team
A willingness and commitment to learning
Transparity is a fast-growing Microsoft Cloud specialist. But we’re much more than just an IT company; we aim to be the go-to partner for Microsoft Cloud in the UK. Our growth is driven by demand from our customers – who rely on us to deliver state-of-the-art technology and digital transformation – making it a very exciting time to join our journey. With 12 Gold Microsoft Partner accreditations (and counting!) – plus a number of Microsoft Advanced Specialisations – Transparity are highly regarded as true experts in the Microsoft Cloud. so you’ll be working alongside talented colleagues and with best-of-breed solutions.
It’s important to us that everyone at Transparity feels like they have a voice that is heard, and can come together to deliver the very best customer service. Our culture has an enviable reputation in the industry which we work hard to maintain. We are focused on creating an inclusive environment where our employees thrive on integrity, a strong work ethic and the desire to deliver unwavering service excellence to our customers, vendors and partners.
We have a proactive attitude when it comes to looking after the wellbeing and inclusion of all our employees. Transparity consider it essential to promote equal opportunities through our recruitment process and a positive, inclusive culture across the business is something which we are very proud of. We are diverse in our approach to recruitment and recognise that talent comes in all different forms, and the diversity in our team is what helps our business work so well.
We’re also a continually-expanding team who are engaged, driven and passionate about delivering digital transformation, and we’re always looking for talented individuals to become part of the family. If you think that you can help us realise our vision and want to be part of an organisation who is truly making waves, just get in touch.
We are Disability Confident
Transparity have a proactive attitude when it comes to looking after the wellbeing and inclusion of all our employees. We promote equal opportunities through our recruitment process and a positive, inclusive culture across the business which we are proud of. We are diverse in our approach to recruitment and recognise that talent comes in all different forms. The diversity in our team is what helps our business work so well. To find out more about our disability commitment, please contact HR or just ask during your interview.