Level 3 Digital Support Technician
Company: Engage Tech
Full Address: Columba House, Adastral Park, Martlesham, Ipswich IP5 3RH
Weekly Hours Worked: 9am-6pm with 1 hour lunch break
Salary: £13,000 per year
Contact: Sean.Hove@estio.co.uk or call 0113 3500 333
About the Company:
ENGAGE Technology Partners is an innovative HR Tech start-up that is transforming the supply chain for the management of temporary labour. Our SaaS workforce management solution empowers companies to manage their temporary workforces in an easy, inexpensive, and de-risked manner. By joining ENGAGE, you will be part of a multicultural team dedicated to changing the status quo and will have a key role in our growth in the UK and internationally.
Job Description:
You will thrive if you are a self-motivated individual who enjoys continuous learning. Your main responsibilities include:
* Responding to technical support queries through various communication channels.
* Identifying customer needs and assisting them in using specific features.
* Analysing and reporting data to diagnose product malfunctions and providing feedback to relevant teams.
* Conducting analyses on requests and feedback to identify trends and understand client pain-points.
* Transforming complex data into understandable insights.
* Contributing to the ongoing improvement of your team’s processes.
* Resolving issues using suitable tools and technologies.
* Assisting new clients with onboarding, training, and certifications.
* Generating new documentation, such as FAQs, guides, and knowledge base articles.
* Reviewing and updating existing support resources as the product advances.
* Conducting research on specific topics.
Qualifications:
5 GCSEs grades A*-C/9-4 or equivalent (including English Language and Maths).
Skills Required:
* Ability to work independently and maintain a high degree of self-motivation.
* Teamwork skills.
* Organisational skills.
* Good written and oral communication skills.
* High proficiency in English; both spoken and written.
* Enjoys communicating with both internal and external customers.
* Positive attitude and energy.
* Mature, calm demeanor.
* Commitment to learning new skills; familiarity with software like Zendesk, Jira, Asana, and HubSpot is helpful but not necessary as full training will be provided.
Benefits:
* Diverse and innovative, values-based culture.
* Flexibility of remote work.
* 23 days of annual leave in addition to Bank Holidays.
* A day off to celebrate your birthday.
* Competitive salary of £13,000 per year.
* Job Types: Full-time – Apprenticeship.
Future Prospects:
The role offers a permanent position upon completion of the apprenticeship, depending on performance.
Training to be Provided:
Estio apprenticeship training programmes are delivered virtually by our qualified and experienced training team, built around the real-world use of modern technology. Throughout the apprenticeship, learners receive coaching, help, and guidance from a dedicated team.
Successful completion of this apprenticeship gives you an accredited Level 3 Digital Support Technician certification, with training in:
* Helpdesk Operations and Functions.
* Maintaining Digital Systems and Services.
* Fundamentals of Digital Systems.
* Administration of Digital Systems and Services.
* Change Management.
* Teamwork and Communications.
* Introduction to System Security.
* User and Stakeholder Training.
* Working in Digital Support.
* Data Operations and Security.
* Pathways and Career Progression.
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