Summary
If you are a motivated individual with a passion for technology and providing exceptional customer service, we want to hear from you! Apply now to join our dynamic team as a 1st Line Support Engineer.
Wage
£12,480 a year
Training course
Information communications technician (level 3)
Hours
Monday - Friday, between 8.30am - 5.30pm.
37 hours 30 minutes a week
Possible start date
Monday 24 February
Duration
1 year 4 months
Positions available
1
Work
As an apprentice, you’ll work at a company and get hands-on experience. You’ll gain new skills and work alongside experienced staff.
What you’ll do at work
As a successful applicant you can expect to work with a friendly and highly motivated professional team as well as joining a growing company with many opportunities for personal development and advancement. There is ample free parking at the offices and drinks and
snacks are provided.
Duties will include:
* Support customers systems via email, telephone and remote connection
* To reassure customers of quality of service and manage critical failures
* Respond to emails to the Helpdesk Inbox within one hour of receipt and update internal processes
* Ensure tickets are comprehensive for each job and time logging is done correctly
* Own and if necessary, escalate issues
* Perform routine maintenance tasks on customers & company servers
* Travel to customer sites on request to represent Paradise with support tasks
* To have a professional attituded to work and to customers
* Ensure that your time logging is at the required percentage throughout the month
Where you’ll work
1 PEDIGREE FARM BARNS
ALTHORP
NORTHAMPTON
NN7 4HE
Training
An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.
College or training organisation
JBC SKILLS TRAINING LIMITED
Your training course
Information communications technician (level 3)
Equal to A level
Course contents
* Interpret and prioritise internal or external customer's requirements in line with organisation's policy
* Apply the appropriate tools and techniques to undertake fault finding and rectification
* apply Continuous Professional Development to support necessary business output and technical developments
* Operate safely and securely across platforms and responsibilities maintaining the security of personal data of internal and external stakeholders
* Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate
* Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders
* Manage and prioritise the allocated workload effectively making best use of time and resources
* Complete documentation relevant to the task and escalate where appropriate
* Install or undertake basic software upgrades,either physically or remotely
* Establish and diagnose the extent of the IT support task, in line with the organisation's policies and Service Level Agreements
* Provide remote/F2F support to resolve customer requirements
* Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task
* Identify and scope the best solution informed by the system data associated with the task
* Test and evaluate the system's performance and compliance with customer requirements.
* Escalate non routine problems in line with procedures
* Use basic scripting to execute the relevant tasks for example PowerShell, Linux
* Carry out routine maintenance across systems, (such as IT, Communications), ensuring organisational compliance at all times
* Apply the necessary security, in line with access and/or encryption requirements
* Use a range of Cabling or Connectors equipment in line with technical requirements for example physically or remotely
* Test and evaluate network environments
* Monitor performance and usage of a network
* Deploy applications on a network
* Set up storage and data access for staff
* Apply necessary security measures, in line with access requirements to a network
* Carry out routine maintenance across network systems, ensuring organisational compliance
* Monitor network-related workloads including DNS and firewalls
* Install or undertake basic upgrades, either physically or remotely
* Establish digital communication or telecommunications systems through, for example cabling and connecting equipment.
* Identify a range of tools and or diagnostic equipment, for example, Hardware or Software components, to resolve Communications or Telecommunications requirements.
* Undertake basic telecommunications activities, in response to an allocated task, designated responsibilities, instructions or customer’s requirements.
* Use information necessary to identify operational issues and rectify or escalate accordingly in line with policy
* Interpret and prioritise internal or external customer's requirements in line with organisation's policy
* Apply the appropriate tools and techniques to undertake fault finding and rectification
* apply Continuous Professional Development to support necessary business output and technical developments
* Operate safely and securely across platforms and responsibilities maintaining the security of personal data of internal and external stakeholders
* Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate
* Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders
* Manage and prioritise the allocated workload effectively making best use of time and resources
* Complete documentation relevant to the task and escalate where appropriate
* Install or undertake basic software upgrades,either physically or remotely
* Establish and diagnose the extent of the IT support task, in line with the organisation's policies and Service Level Agreements
* Provide remote/F2F support to resolve customer requirements
* Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task
Your training plan
* Information Communication Technician Level 3. Support route specific pathway
* Training for this apprenticeship is remote delivery via online classroom training
* Dates to be agreed once you have secured the apprenticeship
Requirements
Essential qualifications
GCSE in:
* English (grade C - 4 or above)
* Math's (grade C - 4 or above)
Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.
Skills
* Communication skills
* IT skills
* Attention to detail
* Organisation skills
* Customer care skills
* Problem solving skills
* Presentation skills
* Administrative skills
* Number skills
* Analytical skills
* Logical
* Team working
* Initiative
* Non judgemental
* Patience
* Ability to work Independently
* Ability to work in a team
* Networking Concepts
* Networking protocols
* Troubleshooting Techniques
* Windows operating systems
* Microsoft Office Suite
Other requirements
Due to the nature of the role and the employers location a full driving license and access to your own vehicle is required.