Summary
The number one goal of everyone in our team is to make our clients exceptionally happy. The 1st Line Helpdesk Engineer plays an important role in making sure that happens. The 1st Line Helpdesk Engineer handles the first level support requests that come in from our clients.
Wage
£15,704 a year
Pay rise after 12 months
Training course
Information communications technician (level 3)
Hours
Monday to Friday 9am to 6pm
40 hours a week
Possible start date
Monday 10 March
Duration
1 year 6 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
* Providing a first point of contact for customers through our helpdesk, be that via phone, email or ticket
* Delight our Clients with a Friendly, Quick and Helpful Experience
* Provide the Client with basic remote troubleshooting
* Use of our Ticketing System
* Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
* Managing and recording all work though our Ticketing System
* Make sure that Client Documentation is well maintained
* Split tickets that have several issues into their own individual ticket
* Make sure that tickets aren’t “stale” throughout the process
* Use of our Monitoring & Management Tool
* Review RMM dashboard and apply remediation actions as indicated by our Processes
* Review regularly scheduled/automated actions as indicated by our Processes
* From time to time the projects team will need additional resource to help deliver projects either on site or remotely. When opportunities arise the 1st Line Helpdesk Engineer may be required to help with project delivery
* Escalate tickets that require Senior Helpdesk Engineer support
* Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
* Submit Timesheets & Expense reports as indicated on their SOPs
* Identify, Communicate and Mitigate potential risks to the Front Line Team Leader and Clients
* Follow the schedule provided by the Service Delivery Manager or Service Coordinator / Dispatcher
* Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
* Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues
* Identify opportunities for improvement and make constructive suggestions for change
* Contribute to the process of innovative change effectively
* Undertake other duties as required by the Front Line Team Leader
Where you’ll work
Never Despair Studios
Unit 2 Alton Road
Hook
RG29 1RT
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
BASINGSTOKE ITEC 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
* Training is completed on site at the employers premises
* Additionally training is completed remotely online
More training information
* Each training programme is bespoke to the needs of the apprentice
Requirements
Essential qualifications
GCSE in:
* English (grade 4)
* Maths (grade 4)
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
* Customer care skills
* Administrative skills
* Analytical skills
* Logical
* Team working
Other requirements
Please ensure you are able to commute to the employers place of work in Hook. Please do not use Ai to complete your application