Purpose of the role:
This trainee role is a supporting role to the technical support staff, who are responsible for internal and external customers in relation to level two & level three support incidents. This role will be positioned across multiple teams within the support environment to allow a broad scope of training during 18 months.
Trainees will be able to navigate through functions such as customer service and application support and experiment other functions across the company, and get a good sense of what type of career is available in our industry.
It sits within our Global Customer Operations (GCO), thus a worldwide team dealing with our different customers in EMEA, APAC and Americas.
The trainees will report to the Application Support Team Leader, here in Cambridge.
Ownership of basic incidents with adherence to ITIL processes for level two based incidents
Support manager with making sure Service Level agreements and performance indicators are compliant
Maintain and build internal knowledge base (for knowledge transfer across GCO and migration knowledge to level one support staff)
Undertake installation, configuration and preventative maintenance of customer systems
Ensure compliance with any process and policy documents. As support members must have an awareness of these processes, the trainees will be taught about it.
To ensure correct utilization of GCO support systems using reporting tool for incidents
Working hours will be in shifts between the core hours of 7 am-7 pm, to ensure service continuity.
Salary: £17,000.00 /year
We are looking more for a potential than an actual track record, and an engineering “mindset” more than engineering experience.
Relevant experience can range from having worked previously in IT to having strong interest, personal or professional, in IT, gaming, IT repairs and fixing or having completed personal computer builds, configured basic home networks …
It is really important for us to have someone whose interest in our industry is solid. You will have to use MS Office and similar tools.
If Database experience and basic understanding of development applications, that would be a great asset.
Academically, we are happy to consider TVET or college graduates, as well as school leavers who would like to specialise in IT. Diploma will not be a main selection criterion.
Successful candidates will be required to take a DBS check (previously CRB Check) and will need to successfully pass this as we work on projects with very strict requirements.
Close proximity to a local Vix office would be much easier as per the early working hours on the 7 am shifts.