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The role of the Junior Technical Support Apprentice is to provide first and second-line technical support to all internal Mediabrands customers at the IT bar. They are to ensure that support issues are dealt with promptly and appropriately or to escalate to outsourced members of the IT support function within IPG as well as third parties.
This position plays a key role in how Mediabrands internal customers view the IT Support team and also how the support teams within IPG view Mediabrands. This is a technical role and, as such requires the individual to be able to diagnose and resolve issues promptly and effectively whilst giving customers a first-class experience
Job Responsibilities
- To provide first and second-level technical support to users on the IT bar covering all PC hardware, software and associated peripherals
- To log support calls and document their outcome to facilitate the resolution of common queries
- To redirect or escalate support requests as appropriate to outsourced partners within IPG and third parties
- Pro-actively provide information to users on the progress of outstanding support calls
- To contribute to ensuring that the Helpdesk systems and software are kept up to date and messages are passed on and feedback received promptly
- To deploy PCs and associated peripherals including new installations and the redeployment of existing equipment
- To install and configure operating systems to agreed standards under the direction of the Technical Support Team Leader
- To setup new starters from AD user creation to ensuring all IT equipment is in place for user
- To maintain the existing PCs and peripherals to standards determined by the Technical Support Team Leader, by performing upgrades, new installations and carrying out routine procedures
- To assist in the compilation and maintenance of an accurate inventory of hardware and software
- To assist in the compilation of the Support team’s technical documentation, guidelines and procedures and ensure they are disseminated to users
- To liaise with colleagues in all Support and Technical Development teams within IPG to ensure continuity of service for all users
- To provide at all times a professional, courteous and rapid response to individual users
- To undertake such other work as may be assigned which is consistent with the nature of the job and its level of responsibility
- To ensure stock levels of common IT accessories (Cables, adaptors, peripherals) are maintained
Desired Skills & Experience
- Experience in using helpdesk ticketing solutions.
- Experience of working with a large, corporate Active Directory structure
- Microsoft Windows Operating Systems (Windows 10), MS Office 2016 and MS Office 365
- Basic Networking protocols (TCP/IP), networking infrastructure, DHCP, DNS, PXEboot
- Hardware troubleshooting – laptops, desktops and mobiles
- Mac OS experience and basic troubleshooting
