Service Technician Apprentice

Description

Service Technician Apprentice is responsible for performing various IT-related tasks, such as:

Essential Duties and Responsibilities:

• Setting up new computers: Assembling, configuring, and preparing new PCs for customers, ensuring optimal performance and functionality.
• Equipment and software testing: Testing hardware devices and software applications to identify potential issues and ensure compatibility with clients' systems.
• Remote problem-solving: Providing remote assistance to clients to diagnose and resolve technical issues in a timely and efficient manner.
• Client configuration management: Updating and maintaining client-specific configuration information to ensure accurate and up-to-date records.
• Technology research: Investigating new technologies and providing findings to the team to stay current on industry trends and advancements.
• Equipment handling: Receiving equipment deliveries, preparing items for shipment to customers, and maintaining accurate inventory records.
• Shadowing technical staff: Observing and learning from experienced technicians and engineers to enhance skills and knowledge in the field.
• General office duties: Assisting with miscellaneous tasks within the office as assigned, contributing to overall team efficiency.

Additional Duties and Responsibilities:

• Enhancing customer relations: Striving to improve customer service, perception, and satisfaction by addressing concerns promptly and professionally.
• Team collaboration: Working effectively within a team and maintaining open lines of communication to share knowledge and escalate issues when necessary.
• Service level management: Ensuring timely resolution of service or project issues, escalating problems that cannot be resolved within agreed-upon service levels.
• Service catalog knowledge: Developing a comprehensive understanding of the company's service offerings and their relevance to clients' needs.
• Process documentation: Creating and updating internal process documents related to job duties and responsibilities to ensure consistency and adherence to best practices.
• Time tracking: Recording all work activities as service or project tickets in the company's designated system (e.g., ConnectWise) for accurate time management and billing purposes.
• Technical skills development: Gaining a basic understanding of operating systems, business applications, printing systems, and network systems, while continuously enhancing troubleshooting and problem-solving abilities.
• Project involvement: Participating in project tasks and phases as assigned by a Project Manager, contributing to successful project completion.
• Industry awareness: Staying informed about current and emerging technologies by regularly reviewing IT publications and online resources.
• ConnectWise proficiency: Understanding and utilizing ConnectWise applications effectively by completing assigned training materials and courses provided by the ConnectWise University.

Requirements

Knowledge, Skills, and/or Abilities Required:

• Exceptional communication: Possessing excellent listening and verbal/written communication skills to effectively interact with clients and team members.
• Customer relationship management: Demonstrating strong customer service abilities, with a focus on fostering positive relationships and maintaining customer satisfaction.
• Organization and attention to detail: Being well-organized, detail-oriented, and self-driven, with the ability to prioritize and manage tasks effectively.
• Technical problem-solving: Employing diagnostic skills to identify and resolve technical issues efficiently and accurately.
• Documentation proficiency: Capable of creating and maintaining detailed records of each job in the designated system (e.g., ConnectWise).
• Resource allocation: Demonstrating technical awareness by matching appropriate resources to address specific technical issues.
• Service knowledge: Having a clear understanding of the company's key IT services and the scope of support provided.
• Support tools and techniques: Familiarity with various tools, techniques, and technologies used in delivering IT services to clients.
• Typing efficiency: Possessing strong typing skills to ensure quick and accurate data entry when logging service requests.
• Professional development: Displaying a willingness to continuously learn, grow, and develop professionally in the field.
• Independent work ethic: Ability to work effectively with minimal supervision, taking initiative and responsibility for tasks and decisions.