Apprentice IT Service Desk Engineer

Responsibilities:

Answer support calls promptly and handle them in accordance with our documented processes. Record and prioritise customer queries in a ticketing system ensuring adherence to SLAs. Build and maintain customer relationships. Diagnose and troubleshoot a wide range of technical issues providing resolutions or escalating where appropriate. Actioning change requests for user accounts and systems. Deploy and maintain a wide range software on customer systems. Contribute to and help maintain our internal knowledge base. Educate users on how to use various software and systems. Maintain a strong knowledge of our companies’ services and products to help effectively and efficiently respond to customers queries.

Training:

The training schedule is made up of remote learning session, assignments, and classroom based study. 

Training Outcome:

etiCloud offer successful and structured career progression routes. Our Apprentice Service Desk Engineers develop their technical IT skills and progress into our 1st and 2nd line Engineering teams, with a long term plan to specialise in Infrastructure, Software, Security, or DevOps. We also offer continued learning opportunties through higher level apprenticeships and external training. 

Employer Description:
etiCloud - Delivering tomorrow's technology, today.. Data security is more important than ever. That's not going to change. So you need a company that understands your business needs, and that you can trust to take care of them. But you don't have to take our word for our reliability, security and professionalism (or even the many kind words from our clients), etiCloud is part of the elite top 1% of worldwide business with ISO accreditation. Our ISO 27001 accreditation relates to our defined and implemented best-practice information security processes. So you can be sure that your data, and that of your clients, is secure. We're equally proud of our ISO 9001 accreditation as an integral part of it is customer satisfaction. It demonstrates our commitment to our customer-led approach - one of the reasons we've built, and continue to build, our business on referrals.

Working Hours :
Monday to Friday, 8 hours per day, 40 hours per week. Shifts between the hours of 8.00am and 6.00pm. The option for out of hours work is available on a rota basis once settled into the role.

Skills:
Communication skills,IT skills,Attention to detail,Organisation skills,Customer care skills,Problem solving skills,Presentation skills,Administrative skills,Number skills,Analytical skills,Logical,Team working,Initiative