Technical Academy (Stoke)

Who we are looking for

We are looking for highly motivated, self-starters who are looking to move to a career in Technology. You will operate proactively, whilst demonstrating flexibility and openness to learning new and exciting technology skills. The day-to-day work is interesting, challenging and fast paced amidst a hardworking and delivery focused Company ethos.

The Academy:

The Technical Academy is a rotational programme that provides full training and support to equip you with the technical and soft skills you will need for a successful career in our IT department.

You will spend 26-week period in each core team where you will learn the key technologies and processes required in the role. At the end of your rotation, you will be placed into a suitable engineering role to match your skill set.

Our core Teams:

IT Service Desk: We are a technical Service Desk and our goal is to ensure that our colleagues have the hardware and software required to perform their roles and support the business. You will learn how to take end-to-end ownership of incidents and escalate them where necessary to see them through to resolution. As part of on boarding you will have access to our Quality Assurance program to help develop and offer a best in class experience to our internal customers.

IT Support: As a team, we are responsible for resolving 2nd line incidents and provisioning technology equipment to our colleagues. We will take ownership of escalations from the IT Service Desk and where necessary manage the escalation into to 3rd line teams, if required. We also provide a focused service to our senior colleagues. You will join an experienced, high impact team that is vital to the delivery of the Technology services.

Who can apply?

The Technical Academy is open to everyone. Whether you are a graduate, self-taught or looking to change career, the Academy could be the perfect place for you! As long as you have a passion for Technology and some relevant education such as IT A-level, Computing HND/HNC or self-taught Technology boot camp, we want to hear from you!

Preferred skills and experience

• Proactive and self-driven.
• Strong interpersonal and customer service skills.
• Ability to make and act on decisions when under pressure.
• Self-managed with the ability to work unsupervised.
• Excellent problem solving skills with high attention to detail.
• Concise written and verbal communication skills.
• Good knowledge retention with a willingness to learn new skills.

Main Responsibilities

• Managing and logging incidents and requests from our internal customers submitted through our support channels including Live Chat, Self-Service, Phone calls and emails.
• Investigating and promptly escalating incidents where required, to other teams to support resolution.
• Contributing and supporting the delivery of agreed team and individual performance targets.
• Providing local and remote support across to all internal customers, in any location.
• Supporting all aspects of technology hardware across the business.
• Monitoring technology services for uptime and quality.
• Supporting the adoption of new technologies into the business, providing guidance and access to knowledge documentation.

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