The Trainee Digital Solutions Technician will work as part of the Tech Team, supporting the Digital Solutions Technicians to assist with the technical equipment for projects and will provide first line support on helpdesk enquiries. This position is responsible for receiving and responding to tickets raised via the helpdesk, diagnosing and troubleshooting issues with software and hardware and providing first line support to the Engineers on site. Responsibilities: Monitor and respond to support tickets using internal ticketing system Execution of first line technical support using knowledge base information to diagnose and fix issues Support on site AV engineers with tech support Provide knowledge and experience with Windows, Android and iOS programmes Building configuring and testing media and SOC players Maintain asset registers for digital hardware Be comfortable and enthusiastic about learning new software - in particular, content management system which requires daily monitoring and rapid response to issues Update technical related documentation such as training documents, good practice guides and maintenance manuals Use guides in the testing of all technical solutions Data analysis - Produce various weekly/monthly technical reports for distribution to Project Managers and higher management teams Open RMA cases and liaise with suppliers to get faulty equipment returned/ repaired whilst maintaining internal log Communicate effectively with external contacts including clients and suppliers in a timely and professional manner Willingness to learn and gain an understanding of IT Networks, Servers, Audio/Visual, Smart Devices etc. Assist with the internal business marketing processes, adding creativity and a methodical approach to the business marketing strategy Assist other areas of the business as and when required After training you will be required to work on call at weekends on a rota basis HEALTH & SAFETY RESPONSIBILITIES: You are responsible for ensuring that you and any staff or sub-contractors under your management or control work safely and comply with all current and relevant health and safety and environmental legislation including the Railway Group and Company Standards You are responsible for ensuring that you and your staff and sub-contractors under your management or control assess and control risks and plan and implement safe methods of working and are competent to carry out the task You are responsible for ensuring the safety of passengers, the general public and the environment is not affected by the activities of you, your staff and contractors under your control You must ensure that accidents, incidents or near misses to you or staff under your control are reported to your Manager, and that the accident book is filled in promptly You must ensure you and any staff under your management participate in the company cascade safety briefings. Experience: Training will be provided in all aspects of the role however previous experience in a customer service/customer facing role would be beneficial Skills & Abilities: Encourage self-motivation and accountability in a fast-pace, project led environment. Be able to creatively come up with a solution as well as follow guides on technical issues and testing of equipment Organization and planning skills Proven focus on internal and external customer satisfaction Ability to work independently as well as part of a diverse team Strong MS Office Suite (Excel, Word, Power Point, MS Project Excellent verbal and written communication skills Competencies: Problem solving Teamwork Integrity & Trust Customer Focus Continuous Improvement Customer Service/Innovation Management Adaptability/Flexibility Accountability/Work Ethic