It Support Technician Apprentice

Contamac Ltd; Saffron Walden; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading manufacturer of medical materials is seeking a Technical Support Specialist to provide support to internal staff and manage helpdesk tickets. The ideal candidate should have experience in ICT support, excellent communication skills, and a commitment to continuous learning. This role requires problem-solving abilities and the capacity to manage technical issues while guiding staff through resolutions. Working hours are Monday to Friday, 08:30 - 17:00.

Benefits

Ongoing training and development

Qualifications

• Strong technical support skills with experience in ICT.
• Ability to communicate effectively at all levels.
• Self-motivated with a commitment to continuous learning.

Responsibilities

• Provide technical support through various communication channels.
• Establish and diagnose ICT problems using troubleshooting methods.
• Manage helpdesk tickets and escalate issues appropriately.

Job description

Contamac is the world's largest manufacturer of contact and intraocular lens materials, and a leading innovator in the development of specialist polymers and biocompatible materials for medical applications. We don't make contact or intraocular lenses; our customers do, from our materials.

Ongoing Training and Development

Daily Roles And Responsibilities But Not Limited To

• Provide technical support to internal staff through a range of communication channels
• Establish and diagnose ICT problems/faults using the required troubleshooting methodology and tools
• Document or escalate ICT tasks as appropriate to ensure a clear audit trail and progression of issues
• Communicate with all levels of stakeholders, guiding them through steps to resolve issues or set up systems, and keeping them informed of progress and managing expectations
• Handle helpdesk duties, including dealing with internal customers in person, via calls, emails, and messaging tools
• Manage helpdesk tickets, understanding the correct processes for escalating issues to 1st, 2nd, or 3rd line engineers or other technical specialists within the organization
• Practice guided continuous self-learning to stay updated with technological developments, enhancing relevant skills and taking responsibility for personal professional development
• Assist with IT administration tasks

Working hours: Monday to Friday, 08:30 - 17:00