We are offering an amazing opportunity for an enthusiastic individual to begin a career in IT! Keep reading to find out more.
Redpalm was founded in 2010 as a value-added reseller, a one-stop shop to provide companies with their IT supplies. Realising that our clients needed more, namely IT support services and technical expertise, Redpalm expanded into managed services. Working as a team and encouraging a positive culture is important to us at Redpalm.
In this role, you’ll work towards your Level 3 qualification, delivered by our expert training team at Baltic Apprenticeships.
A Typical Day in the Job:
* Provide 1st line support as a member of our helpdesk team. You will be communicating with our clients by phone and email (using our bespoke ticketing system). You will act as the first response to all inbound calls and assign all ticket requests, escalating to higher teams where needed.
* Ensure all new tickets are allocated within the team promptly as well as regularly updating customers on the status of tickets in your queue.
* Building new laptops/desktops following a pre-determined build process.
* Responsible for performing the daily checks for customers, ensuring backups were successful, and new tickets are assigned to an engineer. This also involves hosting a meeting each morning to discuss the results and raise new alerts.
* Responding to incoming monitoring alerts from customer servers, such as low disk space alerts or stopped services.
* Dealing with hardware break fix requests, balancing updating the customer with chasing a 3rd party for further updates or changes to the situation.
* Using remote software applications for advanced troubleshooting and software deployment.
* Occasional involvement in projects related work, i.e. Cyber Security, Infrastructure Installations, etc.
Full training and support will be provided by your workplace mentor and from the Baltic team.
Desired Qualities, Skills, and Knowledge:
* GCSE Grades in English and Maths.
* Comfortable with communicating over the phone when dealing with customer calls, sometimes needing to think on your feet.
* Confident and methodical approach to problem solving.
* Passion for IT and desire to learn more.
* Access to own car is preferable, but not essential.
Salary, Hours & Benefits
* £16,000 – £18,000 per annum, based on experience.
* Shift Pattern, alternating each week between an early and a late shift (following a successful probation period).
* Service desk shifts cover between 8 AM and 6 PM Monday to Friday, with an on-call requirement following a team rota.
* Ability to work from home up to 2 days a week on successfully completing the apprenticeship. You will be required to come into the office 5 days a week for the duration of the apprenticeship.
* 24 days holiday, plus bank holidays. (Earning an extra day for each year of service up to a maximum of 29 days).
* Generous company pension.
* Extra training opportunities offered to gain qualifications and grow with the business.
* Social Events – such as a Christmas party and an end of financial year event.
* Team Building – activities with the service desk team throughout the year.
Your Training with Baltic:
This Level 3 apprenticeship provides everything you need to immerse yourself in the exciting world of technology and launch a rewarding career in IT.
Next Steps:
If this sounds like the role for you, put in an application! Once we receive your CV, one of our team will be in touch to help you with the next stage. The application process includes an informal chat with our recruitment team, followed by a more formal employer interview if shortlisted.
Eligibility Criteria
You must have the right to work in the UK, and valid residency status to apply for this apprenticeship.
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