Recruitment - Trainee 1st Line Technical Support Consultant

Brief Description

The Technical Support Consultant role is focused on rapid response, basic troubleshooting, and customer interaction.

As the first point of contact, the customer must feel that you are knowledgeable about the systems that they are using and if it is not possible to resolve the issue for the end user, clear and concise notes must be on the ticket to allow effective escalation.

Tasks

• • Handle incoming support tickets (hardware, software, login issues etc)
  • Basic troubleshooting for Windows 11 and Office 365
  • Basic troubleshooting for Active Directory and Azure login issues
  • Assist users with Citrix Workspace access and navigation
  • Assist users with queries about e-mail flow, track & trace messages to see where in the system they are/what happened to them. Monitor quarantined emails and educate users on phishing awareness
  • Create user accounts, mailboxes and arrange for deployment of software through automated or manual means
  • Perform basic network or hardware troubleshooting
  • Log tickets with clear, concise notes and update documentation, ensure compliance with company processes.

KPIS

• • First-contact resolution rate
  • Ticket response and resolution time
  • Accuracy and clarity of documentation
  • Completion of MS-900 and ITIL Foundation
  • Customer satisfaction scores

Core Values

1. Customer Focus – We deliver unsurpassed service and support to create enduring customer relationship
2. Integrity – We interact with colleagues, customers and suppliers honestly, ethically and reliably
3. Accountability – We take ownership of what we do and will hold ourselves responsible for the results
4. Innovation – We think creatively, are open to new ideas and have the courage to take measured risks as we work towards solutions
5. Passion – We build a stronger company and solidify customer loyalty through the energy and enthusiasm we demonstrate each day

Brand Behaviours

Our brand behaviours set out how we expect everyone to act in all interactions at work.

1. Look the Part – Demonstrates appropriate dress code for work, promotes a positive image to others, a role model for the position of work
2. Find Solutions – Works with colleagues to find solutions to problems / incidents
3. Does Things Properly – Updates tickets, what have you done, investigated, how did you fix the issue, is it documented? Sticks to BITS Process
4. Treat Everyone as an Individual – Ensure Diversity & Inclusion in all that we do, make sure each user is treated as an individual
5. Keep Promises – Keep to your word, do not hand things off without speaking to someone first

Our Service Hallmarks
Our service hallmarks are what help us to differentiate ourselves from other IT companies.

1. Set the Tone – Warm, welcome, professional when dealing with users
2. Share what you Know – Share your knowledge, take accountability if something has gone wrong
3. Listen and Make Things Better – Take more time to listen to the use and what the issue is
4. Be There for the Customer – You have the SME knowledge, ensure that you are helping your stakeholders using language they understand.

Knowledge, Skills & Experience

🧠 Knowledge

• • Windows 11 and Office 365 basics – Understand and troubleshoot common user issues related to Windows 11 and Microsoft Office applications.
  • Citrix Workspace navigation – Assist users in accessing and navigating Citrix Workspace, including resolving basic session problems.
  • Email filtering systems – Monitor quarantined emails, release legitimate messages, and educate users on phishing and safe email practices.
  • Basic ITIL principles – Apply foundational ITIL concepts to support ticket handling, escalation, and service delivery.
  • Active Directory, Azure Sync basic checks – Perform initial diagnostics on user accounts and sync issues between on-prem AD and Azure AD.
  • Company Portal application assignment – Ensure users receive correct application access via Intune’s Company Portal and troubleshoot deployment issues.

🛠️ Skills

• • Clear and professional communication – Use concise, respectful language to ensure users understand support steps and feel confident in the service provided.
  • Empathetic user interaction – Show understanding and patience with users, especially when they’re frustrated or confused.
  • Effective time management – Prioritise tasks and tickets efficiently to maintain service levels and meet response targets.
  • Basic troubleshooting skills – Apply logical steps to identify and resolve common technical issues quickly and accurately.

💪 Abilities

• • Multitasking and prioritising – Efficiently manage multiple support requests while ensuring the most urgent issues are addressed first.
  • Adaptability to user needs – Adjust approach and communication style to suit different user skill levels and support scenarios.
  • Ownership of issues – Take responsibility for resolving or escalating problems and follow through to ensure user satisfaction.
  • Team collaboration – Work effectively with colleagues across support tiers to deliver seamless and consistent service.

Working conditions

• • 35-hour working week
  • Hybrid working arrangement – 5 in 10 working in the office
  • 25 days annual leave, increasing by 1 day each year up to a total of 30 days
  • Eligibility for company bonus scheme

In order to deliver consistent quality, protect information assets, minimise environmental impact and provide reliable IT services, BITS has established an Integrated Management System (IMS) aligned to the requirements of ISO 9001, ISO 14001, ISO 20000 1 and ISO 27001.

Everyone is responsible for supporting the effectiveness of the IMS. All individuals carrying out work for BITS are required to comply with the policies, processes, arrangements and controls that form part of the IMS.

Individuals must read, understand and agree to the relevant policies within the IMS and are expected to consider quality, environmental impact, service delivery and information security at all times when carrying out work for the organisation.

This includes but is not limited to:

• • Compliance with all IMS related policies and procedures
  • Attendance at organised training and briefing sessions relevant to quality, environmental management, service management and information security
  • Ensuring that hardware and other assets are maintained in good working order and used responsibly
  • Reporting incidents, service issues, environmental risks or security vulnerabilities as soon as they are identified
  • Applying information classification and handling requirements to all relevant assets
  • Following risk management processes to identify, assess and manage risks across services, information and environmental impact
  • Supporting continual improvement activities across all areas of the business
  • Delivering services in line with defined service levels, processes and customer expectations.