Infrastructure Technician Apprentice Level 3

As part of a team, you’ll provide 1st line technical support; answering support queries via phone and email. As part of a team, check and maintain customer backups. Occasionally visit customer sites with a member of the team to provide onsite troubleshooting, support and hardware/software installations. As part of a team, take ownership of user faults and requests and be proactive when dealing with user issues. As part of a team, log every fault and request as a separate ticket on the ticket logging system. As part of a team, support users in the use of computer equipment by providing necessary training and advice. As part of a team, arrange for external, third-party technical support where problems cannot be resolved in-house. To log all actions and time, in real-time, on the appropriate customer ticket To account for at least 6 hours per day via the ticketing system. As part of a team, work on all tickets according to SLA events and priority. Proactively communicate with the customer by phone and via the ticket during the life cycle of the support fault or request. Follow and adhere to all of the appropriate, documented procedures for all repeatable tasks.

Training Outcome:

Calder IT has previously taken on apprentices within the business. These apprentices still form part of the business. It is anticipated that following the successful completion of the apprentice course a job offer will be made. (subject to terms and conditions).

Employer Description:
Calder IT provide a range of IT Related services to business across the UK. These services included, day to day Pro-Active IT Support, Internet Connections, Voice Services, Cyber Essential Assessments, IT consultancy

Working Hours :
Monday – Friday Split across 3 shifts Early 8am – 4:30pm Day Shift 8:30am – 5:00pm, late shift 9:30am – 6:00pm.

Skills:
Communication skills,Team working,Initiative,Excellent telephone manner.,Excellent customer service