First Line Support Technician Apprentice (L3)

Possible Start Date: 3rd December 2018

Working Week: Monday to Friday / 08:30 – 17:00 or 09:00 – 17:30 with 30 minute lunch break

Duration: 18 Months

Working within the Support Team, you will be required to work with the helpdesk technicians to respond to customer support requests. You will assist with the smooth operation of the helpdesk team, ensuring our core helpdesk processes are adhered to.

Within this role you will develop your knowledge and competency of the following key technology areas:

• Microsoft Windows, and some knowledge of Microsoft Windows Server
• Understanding of Core Networking Services; DNS, DHCP, Active Directory, Firewalls, TCP/IP
• Microsoft Office 365 administration
• Client Server Applications
• Operating System & Application Deployment and Updating

Key responsibilities and accountabilities:

• Support the other members of your team.
• Adhere to the core helpdesk processes, within your team.
• Provide first line technical support via telephone, email and remote access control.
• In line with Service Management Principles, provide a high level of customer service for all support queries.
• To take ownership of customer problems and be proactive when dealing with customers issues.
• To log and update all calls on the call logging system.
• Escalate more complex calls to an appropriate IT Support member.
• Liaise with external support partners, such as Vendors like Microsoft, Dell and Aerohive where necessary for any problems which cannot be resolved in-house.
• Assist other people within the organisation with the preparation of documentation such as a scope of work.

Other responsibilities and accountabilities:

• Assist other members of the team with their own duties where required.
• Liaise with the sales account managers where you can see sales opportunities that the business can benefit from.
• Liaise with the business administration team to ensure when chargeable work is completed the correct paperwork is completed (customer sign off sheet).
• Be proactive in raising any concerns with the business managers relating possible customer service related issues.
• Ensure that you keep an accurate record of overtime and expenses and submit your claims in accordance with the relevant company policies.
• As required by the company you will undertake any training (both formal and informal) and work towards professional qualifications that benefit both you and the company.

Benefits:

• Workplace pension
• 20 day’s Annual leave and bank holidays
• Free tea and coffee
• Onsite parking
• Next to train station
• On bus routes
• Team events like go carting and top golf

Entry requirements

GCSE A*- C/4-9 (or equivalent) in English and Maths

Skills Required

• Good communication skills, spoken and written.
• Team player.
• Logical thinker.
• Customer service focus.
• Maintaining a high level of professionalism with the customer, other team members and third parties.
• Good time management skills.

Personal Qualities

• Self-motivated
• Respectful and honest
• Confident
• Excellent attention to detail
• Capable of working in a team

Qualifications taken

The Apprenticeship will incorporate face to face workshops, online learning and on the job experience.

• Apprenticeship Standard for IT Infrastructure Technician
• Attendance at College 
• Regular visits from the College into the workplace
• Observations and assessments in the workplace
• Use of e-portfolio
• End point assessment
• Ongoing training and support from the employer

In addition to achieving a Level 3 IT Infrastructure qualification the apprentice will also study for the following:

• City & Guilds Knowledge Module 1 – Networking & Architecture
• City & Guilds Knowledge Module 2 - Mobile & Operating Systems
• City & Guilds Knowledge Module 2 – Cloud Services
• City & Guilds Knowledge Module 4 – Coding & Logic
• ITIL Foundation Level

Employer Description

Founded ten years ago, EAC Network Solutions have built a solid reputation in Education, Charity and Commercial sectors for delivering tailored IT Solutions. We have also developed a sound reputation for planning, building and integrating BYOD solutions at a number of large and small schools.Our success is founded on a simple principal that each customer, and each solution needs to be investigated, quoted, planned and delivered based on it’s own success criteria. The same solution does not necessarily meet the requirements of all customers.

What Next?

Depending on performance the employer may be looking to offer full time employment upon completion of the Apprenticeship. As an Apprentice, you will be able to apply for the NUS Apprentice Extra Card. This will allow you to gain discounts on food, travel and on over 200 online and high street retailers.

Please apply via the link.