Network Field Engineer Apprentice
Flexible working hours including office-based support and periods of travel to cover our depots and sites up and down the country inc. Scotland.
• Provide technical support in-person and to internal customers, assisting them with hardware and application problems by phone, email, on-site and via remote access
• Manage, repair, and support all computers and technology systems
• Escalate complex queries to the relevant team member or external support provider for resolution when necessary
• Ensure that all clients are communicated with clearly and understand all elements of the process and that a high quality of customer service is maintained
• Ensure that support calls are logged on the helpdesk system and resolved within SLA
• Thorough understanding of network configuration, switches and patching
• Responsible for network infrastructure rollouts – including installation of comms cab and associated network equipment – i.e. routers / switches / patch panels etc.
Job Responsibilities
• Liaising with customers and colleagues on a daily basis
• Effectively dealing with complaints or queries
• Troubleshooting an array of IT issues daily
• Perform software builds/re-builds on PCs and laptops as required
• Provide support on Microsoft-based software packages on a Windows operating system, as well as bespoke in-house software (Menu etc.)
• Take ownership of user problems and being proactive when dealing with issues
• Inbound & outbound call handling
• Manage workflow through internal ticketing system (create, update, follow-up and resolve)
• Complete a wide-array of service requests
• Triage new tickets (incidents / problems)
• Assign and/or escalate tickets to the correct departments / personnel
• Act as first/second line response to P1 issues (business critical and/or revenue-impacting tickets)
• Manage and update the asset register
• Contact third parties to assist with customer issues, i.e. service providers
• Support in training new staff members
• Collaboratively work with other internal teams (2nd/3rd Line Technical, Sys. Devs., Projects, etc.)
• On-site server room refreshes / patching
• Physical set up of equipment and workstations at multiple sites
• Installation of structured cabling and/or trunking
• Detailed site visit reports with network and user satisfaction surveys / suggestions
• Update online KBS with known fixes, i.e. StackOverflow
Key Skills
• Thorough and pay attention to detail
• Analytical thinking skills
• Excellent verbal and written communication skills
• Ability to use your initiative
• Persistence and determination
• Strong customer service skills
• Thorough understanding of IT systems and applications
• Ability to work well in a team and solo when remote
• Ability to use your judgement and make decisions
• Strong time management and organisation skills
• Good overall general IT knowledge
• Good understanding of network config., switches and patching
• Ability to cope well under pressure
• Flexible towards last-minute site visits/change to working hours
Training:
The candidate will work towards achieving a Level 4 Qualification in Network Engineer. They day release will be held at Middlesbrough College.
Training Outcome:
Depending on the circumstances of the business upon completion of the apprenticeship programme there could be a potential position of employment available.
Employer Description:
Fleet Factors was founded upon Teesside in November 1975, as a family-run business. Fleet Factors initially had a small product offering and started by making its first sales visit to BP followed by other high-profile companies such as ICI, and British Steel shortly after. Now Fleet Factors has branched out to many locations across the UK with over 300 employees in 25 branches and over 200 Facilities Management sites nationwide and has three divisions, Vehicle components, Refinish and PPE, with a large offering of products such as janitorial & cleaning products, PPE, workwear, safety equipment, welding supplies, AdBlue products alongside their main products, these are delivered to our national customer base through our trusted fleet. As a family-run business Fleet Factors has always strived to improve ways of supporting its exceptional service to customers. A huge step forward was observed when we were the first company in the industry to begin our Facilities Management Service to blue-chip companies and councils. The Facilities Management Services allows us to assist or run the body shop for the customer, allowing the company to focus on its priorities. With our own in-house IT team created and available to assist any partner businesses. Our IT Department currently provides support for over 200 users and consists of Systems and Software departments.
Working Hours :
Monday - Friday, 08:30 am - 05:30 pm.
Skills:
IT skills,Attention to detail,Problem solving skills,Proficient in C#