Technical Associate

Role purpose As a technical associate, your principal task lies at the heart of our organisation's commitment to superior online lesson delivery. You are the frontline safeguard, ensuring that our users - teachers, staff, students, or partners (customers), experience a seamless digital journey. At Tute, technology is deeply intertwined with learning, and the role you play in preventing and resolving disruptions is vital, ensuring that our learners always have smooth access to their online provision. Your responsibilities encompass a swift response to helpdesk queries, ensuring timely assistance to those requesting your support. Beyond mere responsiveness, you delve into the intricacies of technical troubleshooting, rectifying common IT challenges that could hinder our lesson delivery or productivity. In situations where issues are beyond first-line resolution, your contributions as our 2nd line support is paramount, acting as a point of expertise for our partners and ensuring that
communication flows smoothly and effectively. You may also serve as a bridge with our higher level technical or developer support. To excel in this role, a blend of specific qualities and skills is essential. A profound sense of empathy and understanding is crucial; recognising the frustrations and challenges that can arise from technological disruptions, especially in a learning environment, and approaching every situation with a genuine drive to assist. Analytical thinking empowers you to quickly assess situations, identify root causes, and implement the most efficient solutions. In all interactions, effective communication is key. Whether you're explaining a solution to a user unfamiliar with tech jargon or escalating an intricate challenge to a more experienced member of the team, the clarity and precision of your communication will make all the difference. As the tech landscape is ever-evolving, adaptability becomes a cornerstone of your role, continuously updating your
knowledge and skills, ensuring that our lesson delivery remains consistent and top-notch. The technology associate role is not merely about addressing IT concerns; it's about being an essential pillar in our commitment to delivering an unparalleled online education service.

£21,472 - £24,765 a year - Permanent, Full-time