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Job Title : IT Support Apprentice
Employer : Computer Talk
Location : Dagenham, Essex, SS15 6SD
Position Type : Apprenticeship
Apprenticeship : Advanced Level Apprenticeship
Sector : IT
Vacancy Reference : VAC-03229
Brief Description : You will be responsible for delivering the efficient and proactive services offered by the company logged by the monitoring solutions and discovered by the proactive monitoring team.

 

Qualifications Required : GCSE's at grades C/4 and above (or equivalent) in English and maths.
Vacancy Detail : We have an exciting opportunity for anyone keen to start there IT career as an IT Support Technician to join our Essex based IT Company.

Candidates must be able to demonstrate a keen interest and passion in technology as well as possessing excellent written and verbal communication skills, strong listening skills as well as a good understanding of customer service and meeting deadlines to resolve issues as set out in the business's Service Level Agreement with their clients.

The purpose of the role is to address issues logged by the monitoring solutions before the issues become incident tickets in the help desk.

Main duties and responsibilities;
Monitor the inbound ticket queues and assign calls to the correct technician. Ensure all calls logged through the Service Desk are proactively managed and updated in accordance with the requirements of the service.
Take ownership of Monitored Support Calls and look to find resolutions or escalate to the core support team, as appropriate, within SLA. Resolving tickets with virtual server resources, Microsoft onsite and Cloud backups and Antivirus.
Monitor cloud-based management consoles for various services and logging and resolving issues as tickets and resolving.
Liaise with 3rd party vendors as required.
Assist the core support team with 2nd / 3rd line faults as requested.
Assist the Technical Installations Manager and Technical Installations team as requested

Your duties may vary from time to time within the broad remit of your role. You are required to undertake any such reasonable and appropriate duties.
Positions Available : 1
Working Week : Monday to Friday 8.30am to 5.00pm
Salary : £182.81 Per Week
Application Deadline Date : 19/04/2019
Possible Start Date : 22/04/2019
Personal Qualities : Methodical and logical approach to problem diagnosis and resolution
Ability to communicate effectively and confidently with customers at all levels, by telephone, face to face and in writing
Awareness of the essential role of IT within business and a good standard of written and verbal English
To maintain a high degree of customer service for all support queries
To take ownership of user problems and be proactive when dealing with user issues
The ability to work on one’s own initiative as well as part of a team to resolve all client’s issues to the highest of standards
Hard working
Driven/hungry to succeed
Must demonstrate a 'can do attitude'
Committed to both work and learning
Reliable/Honest
Good team player
Mature attitude/approach
Skills Required : We are looking to recruit a customer focused, technically minded person who wants to learn and develop their support skills to join a proactive and adaptable company who pride themselves on delivering outstanding customer service.
The ideal candidate will have the same values and the rest of the company - a positive minded people person who is committed to outstanding delivery of service by pushing the boundaries of what is offered and adding additional value of service to customers, someone who understands that the smallest detail can make the largest difference
Training to be Provided : The Infrastructure Technician Apprenticeship will enable you to gain the relevant knowledge, skills and behaviours to provide first or second line support to internal and external customers and stakeholders to help them be productive when using technology. By the end of the programme, you will be able to set people up on their IT systems and provide support when needed, rectifying issues to maintain colleagues’ and the organisation’s productivity. Job roles include helpdesk technician, first or second line IT support roles or Network support roles. As a result, you will receive the following qualification: Infrastructure Technician (Standard) Level 3 Functional Skills in English and maths (if required)MTA Network Fundamentals/CompTIA A+/ CompTIA Network+ professional qualification (Choose one option)
Other Information : This is a fast-tracked, advanced Level 3 IT apprenticeship. Some self-study will be required.
The National Minimum Wage for Apprentices is £3.90 per hour as of 1st of April 2019. This rate applies to apprentices under 19 and those aged 19 or over who are in their first year. Apprentices must be paid at least the minimum wage rate for their age if they are aged 19 or over and have completed their first year. The minimum wage rates are £5.90 an hour for 18-20-year olds; £7.38 for anyone aged 21 to 24 and £7.83 for those over 25
Things to consider : Upon successful completion of the 6 month probation period the Apprentices' wage will increase, as outline in the contract.
Once the successful apprentice is offered a full time role with the company.
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