Job Description
Natilik is a Global Technology Solutions Partner.
Our mission continues to be two-fold; growing a brand that is seen as the industry’s ‘Confident Guide’ sat between the vendors who make technology, and our clients who want to use it to help deliver the outcomes most important to them. We offer products, services, platforms, applications, and expertise to help. We also want to continue to build a business that we can be proud of, with a focus on five stakeholders: clients, people, partners, communities, and shareholders; putting our people at the heart of everything we do. From the small and simple, to the large and complex, we want a life-long partnership, a company our clients and employees can rely on.
There has never been a more exciting time to take a step into the world of digital transformation, and we’re looking for individuals to confidently guide our clients on their journey.
ROLE:
As Technical Apprentice, you will be the first point of contact for our clients and ensure that they achieve maximum utilisation of their technologies by offering unrivalled levels of technical expertise through an understanding of the business environment in which they work. The primary value of this role is to facilitate all aspects of remote and on-site solution support, advice, and consultation from fault resolution to system enhancements. As the first point of contact, the role necessitates a professional manner and technical talent to reassure the client whilst demonstrating an uncompromising level of commitment to resolving the issues within the timeframe of the Service Level Agreement. Delivery is key to the support role and should be an obsession for both internal and external clients.
MAIN ACTIVITIES:
Ensuring all ticket meta data is captured and entered accurately in the ticketing system to reflect the actual nature of the issue.
Delivering exceptional service in response to requests and queries of all issues impacting our client’s business
Responding to all client e-mails, web portal requests, and phone calls in a timely and professional manner ensuring regular updates are provided
Ticket queue management, ensuring all relevant information is captured to determine correct priority and allow smooth progression of cases
Reacting to monitoring alerts to determine if genuine or false. Engaging with clients to investigate as appropriate.
Reviewing scheduled maintenance windows from third parties, and ensuring relevant clients and team are updated accordingly.
Engaging with third parties and vendors to raise, chase, and monitor cases.
Maintaining ownership of assigned requests through to resolution, escalating either internally or externally as appropriate.
Working as a team to ensure the shared queue is managed and assisting the other TA’s with their tasks when required.
Ensuring best practice is demonstrated throughout the team
Ensuring all SLAs are consistently met; prioritise requests to ensure client satisfaction in line with expectations.
Advising clients on technical requirements
Ensuring accuracy and quality of work and encouraging innovative action.
The Technical Apprentice should be escalating to Senior Engineers and Support Leaders when required.