Service Desk Engineer Apprentice

Service Desk Engineers are a pivotal part of the experience our customers have with us. By delivering effective technical support and ensuring customer satisfaction, this position involves troubleshooting and resolving technical issues and occasionally working from client sites to better comprehend their operations and challenges.

Duties include:

Respond to and resolve complex technical issues for our customers for both end users and in the cloud Monitor and manage ticket queues, ensuring SLAs are met Act as a liaison between customers and other support teams to facilitate issue resolution Assist in the development and implementation of service desk policies and procedures Provide technical assistance and training to end users Contribute to maintenance activities to minimise downtime and impact to clients Document resolution procedures and update the knowledge base Occasionally perform on-site support activities as required

Training:

Information Communications Technician Apprenticeship Level 3.

The ICT apprenticeship will enable you to provide quality support to internal or external customers and troubleshoot system issues to keep your organisation running at all times. This apprenticeship has two routes:

The Support Technician role is based around resolving system user queries and faults in a helpdesk environment. Support Technicians rectify or escalate faults rapidly to reduce the impact to their customer.

The Network Technician role is usually desk based but may involve visits to client's premises to resolve issues. Network Technicians may be installing networked IT systems, including cabling and hardware, or cloud services to support expansion and better network services. Our Information Communications Technician apprenticeship programme integrates six modules of technical training with work-based projects. This ensures that learning and skills are directly applied to the apprentice’s role.

Training Outcome:

Clear career progression from apprenticeship to third line support engineers. Software & Automation divisions provide cross-skilling opportunities, and our transformation division provides opportunities to do on-site work, networking specialisms, etc.

Employer Description:
We're a self-funded group which started on its' journey in 2020 with Next2IT. We've roughly doubled year-on-year since inception to now focusing on growing into a leading supplier in the industry, and started a software company along the way.

Working Hours :
Days and times to be confirmed.

Skills:
Communication skills,IT skills,Attention to detail,Organisation skills,Customer care skills,Problem solving skills,Presentation skills,Administrative skills