IT Technical Support Apprentice

This support will involve managing the incoming support calls and providing telephone and remote support to Peak Support customer base. The call control system will be updated by the apprentice who will assist in managing the outstanding calls and provide a weekly report of open jobs for the CSM and the engineering meetings.
The apprentice will provide support in accordance with the customer?s Service Level Agreement (SLA) including liaising with CSM and System Engineers (SE) to arrange site visits.
When escalation issues arise, the apprentice will liaise with the CSM & SE to determine the action to be taken.
Where no SLA agreement is in place, consultation with the (CSM) or senior management is required prior to supplying technical support by telephone or remotely.
The apprentice primary activity is to remotely troubleshoot and resolve hardware, software and networking issues together with preventative maintenance as required by the customer.
The apprentice will also from time to time assist with the setup, configuration and testing of new systems including hardware, software and cabling extending to accompanied onsite installation and support work.
The apprentice will be required to develop a high standard of engineering skills and customer care through ongoing training and effective communication with the engineering team, customers, suppliers and Peak Support Services? management team.
Thoroughness, the ability to communicate with the client base, flexibility and quality of service in customer support is critical to the business and the apprentice. As part of this team, the apprentice will be required to ensure Peak Support deliver all these qualities to our client base.

Apprentice responsibilities:
Support calls ? repairs/preventive maintenance
? Ensure the public calendar is kept up to date with relation to engineering visits and remote software audits.
? Ensure that response times for hardware and software problems are within the pre-defined service level agreement (SLA)
? Aim to resolve all problems in a timely manner and within the SLA where applicable.
? In the event of a non-trivial technical issue, a course of action will be decided upon to resolve the problem within a reasonable timescale. This should be agreed verbally with the customer.
? In conjunction with the CSM, planning and scheduling preventative maintenance visits to all sites and ensuring these visits are recorded.
Maintenance stock
? Assisting with maintenance stock repairs, customer repairs and general stock control and housekeeping procedures.
? Identifying stock requirements and advising CSM of additional stock requirements.
Pre-installation systems
? To assist with systems which are pre-configured, tested and documented prior to delivery to customer site. Coordinating with the CSM & System Engineering staff who has responsibility of quality control prior to delivery of systems to clients.
? Conform to Peak Support documented standards and recommended procedures is required.
Scheduling of installations
? Working closely with the sales team, the client, senior engineers, installation, planning, scheduling and delivery of systems will be the CSM responsibility.
Technical support to other staff
? Providing technical support to other engineering staff and work as a team player.
New products
? Bringing to management attention potential new products of hardware and software which can be used in Peak Support Services product portfolio.
Training, presentation and competency qualifications
? Assist in identifying the needs of the engineering team and bringing to the attention of the CSM skills shortages and additional training recommendations.
? Continue to obtain competency qualifications as required by the company.
? Assist in developing in-house technical training courses for Peak Support staff and possible external clients.
? Assist in developing presentation demonstrations for in house and customers.
? Assist in developing marketing information such as e-shots, brochures etc.
Engineering expenses
? If required, submit monthly engineering expenses to the CSM for approval prior on forwarding to accounts department for payment.
Systems improvements
? As part of the engineering team we encourage suggestions on system improvements, review the present systems in place and where possible recommend to the management team improved procedures to be implemented.
Engineering team meetings
? Attend weekly engineering team meetings as required and contribute to the meetings.
Company meetings
? Attend monthly company meetings as required and contribute to the meetings.
Commercial awareness
? Feedback from existing customers who are requiring additional hardware, software or upgrades etc. All engineers can be the sales team ?eyes and ears? and report any sales opportunities back to the sales team.
Customer documentation
? Ensure that accurate records are kept of configurations, equipment lists, passwords etc to ensure that the Systems Engineer role is working with current information.
Misc
? Other duties as requested by Peak Support Management team.

The ability to keep accurate documentation and records of the work undertaken will be required together with reporting to the (CSM) on a regular basis.
Sharing information within the company is encouraged and the apprentice will be required to advise and co-ordinate with other departments e.g. sales, marketing and administration on related matters.

INDIT