Apprentice IT Support Technician Derby, England
Job description
Job purpose:
To support the internal colleagues working within Orderly with all requests, IT. This could include device issues, software installation, or even new hardware. For someone who thrives in the role, there is also the opportunity to gain exposure to our wider infrastructure which supports our customer facing solutions.
Main duties:
Document and track support tickets in the internal ticketing system, maintaining a comprehensive record of interactions and resolutions.
Managing all internal technical service requests within SLAs (i.e. new starter requests,password resets,device setup.)
Managing and updating Users, Devices and Software within the Microsoft environment (InTune).
Proactively identify patterns or trends to issues and suggest improvements to product documentation, user guides, or training materials.
Provide technical guidance and advice to colleagues.
Contribute to the creation and maintenance of knowledge base articles and technical documentation to enhance the self-service capabilities of customers and the support team.
Supporting the security manager and the business In the Implementation, execution and evidencing of ISO27001, SOC2 and any other security standards that may be pursued by the business.
Point of contact for Orderly Staff of all levels who are having technical issues.
Keep all Company Portal Software up to date.
Work closely with both infrastructure and security to make sure all IT equipment is compliant.
Additional duties:
Reviewing, and working with the infrastructure team to manage and respond to internal alerting (infrastructure alerts, application alerts, security alerts etc.)
Assisting the external customer desk when there are resource shortages, or high levels of demand.
To participate in the out-of-hours support rota once established.
This role is an IT Level 3 Apprenticeship through Baltic.
