1st Line IT Support Engineer Apprentice

You will be the first point of contact for support queries and will have full responsibility for logging and handling tickets, escalations and follow ups. The role will involve fault diagnosis and resolution, providing remote and telephone support for client infrastructure and end-users.  

​The candidate must be a highly motivated engineer, with a ‘can do’ attitude and a thorough, logical approach to reactive & pro-active support services. They must be sufficiently skilled in our core product and service areas to ensure fault calls are responded to and rectified in an efficient and timely manner, within given SLA’s as required and proud to report satisfactory customer communications. ​ 

You will also:

Provide 1st Line diagnosis and resolution, maintaining a high level of 1st time fixes  Respond appropriately to technical issues raised, through resolution or escalation  Prioritisation and management of workload to ensure contractual SLAs are met  Act as the first point of contact for technical issues raised  Log all service tickets received via telephone, email and service portal and handle accordingly throughout the stages of the ticket  Provide efficient customer service to a vast client base  Work in accordance with company values, policies, procedures and standards Building and maintaining strong relationships with customers through the support you deliver  Maintain concise and clear documentation via ticketing system and knowledge base  

Training:

Expected duration: 17 months 
Apprenticeship level: Level 3 
Programme: Information Communications Technician 

During this apprenticeship, you will follow a fully supported training programme with LearnTech, delivered through combined weekly remote classroom-based training, workplace assessment/training and online learning working towards completing the Information Communications Technician qualification. 

The training covers the following core occupational duties: 
 https://skillsengland.education.gov.uk/apprenticeships/st0973-v1-2 

Training Outcome:
Upon completion, the successful candidate will have gained a Level 3 Information Communications Technician qualification

Employer Description:

Comms UK is a Telecoms and IT provider for businesses. We primarily operate in the Dorset and Hampshire areas and have circa 500 active customers. 
We install and support solutions to businesses of all types and size with a suite of products and services to provide a complete IT & telecoms package. 
We have built an outstanding reputation over our 30 years in business with our existing and often longstanding customers due to delivering quality products with outstanding service and integrity. We are steadily growing as a business and looking for exciting talent to join our excellent team.  

Working Hours :
Monday- Friday Shifts to be confirmed

Skills:
IT skills,Attention to detail,Organisation skills,Problem solving skills,Logical