IT Service Desk & Field Engineer Support Apprentice

Company Name: Silver Cloud Technologies
Type: Apprenticeship
Sector: IT
Application Deadline Date: 13/08/2021
Positions Available: 1

Location: London, W1T 4TQ
Salary: £172.00 per week
Ref: VAC-07175
Start Date: 20/08/2021
Working Week: Monday to Friday 9am to 6pm

Brief Description

Do you want to work in IT? Do you have a helpful and positive approach and attitude? Are your people skills and customer service excellent?
Would you like to do all this based in an organisation that provides first class telephone, remote and onsite IT Support Services?

Vacancy Detail

This is a brilliant opportunity to join an honest, competent and reliable team. Created by the Managing Director, a Microsoft and Apple certified support analyst with experience in several fields; Silver Cloud Technologies has steadily built up several relationships with both small businesses and individuals.

The main priority of this Apprenticeship will involve:
Providing first line support to Silver Clouds customers.
Working with applications/systems to undertake analysis, diagnosis and learning how to deal with the escalation of incidents.
Providing support in order to build PCs, as well as install Apple Mac?s and Office 365 software.

You will also provide Technical Support as a Field Engineer, supporting the Managing Director on Silver Clouds clients? sites across London with a focus on installing, configuring software, networking and infrastructure.

Service Desk Duties:
Learn to act as a single point of contact for phone calls, emails and onsite visits from Silver Clouds customers regarding IT issues and queries
Receiving, logging and managing calls via telephone, email, self-service portal and onsite visits
Helping to monitor the Service Desk; whilst ensuring tickets and voicemails are responded to in a timely manner
Have the chance to troubleshoot IT related incidents from bespoke/ standard software to hardware and networking
Take ownership of user incidents. Follow up the status of any incidents on behalf of the user and communicate progress in a timely manner
Basic administration: Creating user accounts, reset passwords etc.

Field Engineer Duties:

Providing hands on support and technical assistance for network infrastructure, desktop/server repairs and installations.
Resolving queries and dealing with general problem solving
Develop and learn how to maintain ICT equipment; including the installation and configuring hardware
Learning how best to resolve faults; such as upgrading or replacement of equipment as needed
Become fully conversant with Health and Safety best practices

Qualifications Required

Desirable but not essential - GCSE's graded C/4 or above including Maths and English

Personal Qualities

Methodical and logical approach
To take ownership of 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
High degree of professionalism.
Very customer facing and with a ?can do? attitude.
Committed to both work and learning

Skills Required

Good customer service skills when handling customer problems, over the phone and in person
Strong English and Written Skills
Interest working with PC based hardware, software, and networking components is preferable.
Understanding of Microsoft and Apple products, hard/software
Passionate about Technology, Software and Application Development
Time management skills and ability to work to a deadline
Able to prioritise workload
Ability to communicate effectively and confidently, verbally and written
Awareness of the essential role of IT within business

Future Prospects

There will be future employment for the successful apprentice if a suitable position is available within the organisation after completion of the Level 3 apprenticeship.