First Line Engineer Apprentice

Provide VIP Customer service to existing clients. First response on the Helpdesk solving technical queries over the phone and via email. Swiftly Identify issues and fix supported systems. Quickly escalate any challenges that cannot be resolved by 1st Line. Log the agreed amount of time each week against assigned tasks. Clearly document and record time for all conversations, research and solutions provided on each ticket. Classify and escalate any Change or Sales requests being made on tickets. Contribute to projects and attend client sites as required. Meet SLA’s including call answering, first response times and logged hours. Assist in the ongoing documentation of business processes in accordance with ISO 27001 and 9001 accreditations.  Share ideas and best practise with colleagues and peers. Update the client database with any changes as you become aware of them. Actively contribute to daily Social Media content. Support Lead Engineer for assigned clients. Maintain the technical area – tidiness, availability of tools and structure.

Training:

To meet the requirements of the Level 3 Information Communications Technician apprenticeship programme you will need to spend 6 hours a week of your time undertaking off-the-job learning, which will include:

Formal training, including online learning and internal learning events. 1-2-1s with your coach and line manager. Observing and shadowing colleagues. Writing up learning reflections for your portfolio.

Training Outcome:
Full-time employment.

Employer Description:
Techrelate are an experienced IT company based in North London, offering a wide range of services to help businesses get the best out of their technology.

Working Hours :
Monday to Friday, 9am to 5pm

Skills:
IT skills,Attention to detail,Problem solving skills,Administrative skills,Team working,Initiative