Technical Support Trainee

We are seeking an individual who is motivated to learn to join our team as a Technology Support Trainee primarily supporting our Operations team based in North Acton.  

First Mile uses a variety of cloud-based SaaS systems which have integrations and various automated and semi-automated processes between them. We are looking for an all rounder who will immerse themselves in First Mile’s systems and act as part hands on 1st line user support, part project manager, part product owner. 

Training courses, personal development time and access to subject matter experts will be provided to support the candidate get up to speed on the technology offering. 

This is not a standard IT support role, it is a much more varied opportunity with scope to develop in a number of directions dependant on the candidate. 

Duties:

• Respond to stakeholder questions 
• Monitor, investigate and resolve issues where possible.  
• Troubleshoot software and hardware problems, guiding users through step-by-step solutions and escalating where required. 
• Will learn to apply structured techniques to common and non-routine problems, testing methodologies and troubleshooting and analyses problems by selecting the digital appropriate tools and techniques in line with organisation guidance 
• Assist in the deployment of computer hardware and software 
• Learn and demonstrates the necessary skills and behaviours to securely operate across all First Mile platforms 
• Perform routine maintenance and software updates on company devices to ensure they operate efficiently and securely. 
• Learn to effectively operate a range of mobile devices including phones, laptops, Chromebooks, and iPads. 
• Maintain and update technical documentation and operating procedures. 
• Work as part of a team with Programme Manager, First Mile support partners and other First Mile stakeholders to understand challenges and create plans for resolution 
• Provide prompt, courteous and timely updates to customers (internal & external) via phone and email in accordance with expectations. 

Essential:

• A passion for technology is a must. 
• A passion for environmental issues. 
• Willingness to get hands dirty with hardware and software 
• Willingness to both attend training courses and self-develop technical skills  
• Based at First Mile’s Park Royal, travel to First Mile’s head office at Wells Street as required 
• Strong problem-solving skills and the ability to diagnose and resolve basic technical issues proficiently. 
• Excellent communication skills, both verbal and written, with an ability to provide clear and effective advice on technical issues. 
• A customer-oriented approach with a commitment to providing exceptional customer service. 
• Ability to work well under pressure and adapt to rapidly changing technologies and environments. 
• Understanding of the need to apply structured approach to problem solving.  

Understanding of any of the following is beneficial but not essential:

• Android
• Windows 
• Microsoft office 
• Salesforce 
• Azure 
• Databases 
• Cloud 

What's in it for you?

This role comes with lots of training opportunities both in-house and with specialist external providers. As well as that you will recieve:

• Starting salary of £25750
• Access to the discretionary Company Bonus scheme
• 25 days holiday plus bank holidays
• A £60 per month well being allowance
• Invites to socials and parties
• Access to free financial advice, virtual GP appointments and our financial wellbeing platform
• and more..