1st Line IT Support Engineer Apprentice

COMMS (UK) LTD; Wimborne Minster; On-site; GBP 12,000 - 16,000; Full time

Job summary

COMMS (UK) LTD in Wimborne Minster is offering an apprenticeship opportunity as a 1st Line Service Desk Engineer. You will log, triage and resolve tickets, providing remote and telephone support to client infrastructure and end users.

The role leads to a Level 3 Information Communications Technician qualification through TECHNICAL PROFESSIONALS LIMITED, with training in diagnostic skills and customer service, while meeting SLAs and building client relationships.

Qualifications

• GCSE English and Maths at grade 4/C or higher.
• Willing to undertake Level 3 ICT Technician apprenticeship.
• Good ICT interest and customer service aptitude.

Responsibilities

• Provide 1st line diagnosis and resolution with high first-time fix rate.
• Log all service tickets via telephone, email and portal; escalate as needed.
• Prioritise and manage workload to meet contractual SLAs.
• Act as first point of contact for technical issues raised by clients.
• Maintain clear documentation in the ticketing system and knowledge base.

Skills

IT skills

Attention to detail

Organisation skills

Problem solving skills

Logical thinking

Education

GCSE English (4/C)

GCSE Maths (4/C)

Job description

Introduction

We have an opportunity for a motivated individual to predominantly provider emotetechnical helpdesk support. As a 1st Line Service Desk Engineer you will be responsible for technical support and ticket resolution for a wider range of managed service customers.

About the Employer

Comms UK is a Telecoms and IT provider for businesses. We primarily operate in the Dorset and Hampshire areas and have circa 500 active customers. We install and support solutions to businesses of all types and size with a suite of products and services to provide a complete IT & telecoms package. We have built an outstanding reputation over our 30 years in business with our existing and often longstanding customers due to delivering quality products with outstanding service and integrity. We are steadily growing as a business and looking for exciting talent to join our excellent team.

What You'll Do

You will be the first point of contact for support queries and will have full responsibility for logging and handling tickets, escalations and follow ups. The role will involve fault diagnosis and resolution, providing remote and telephone support for client infrastructure and end-users.

The candidate must be a highly motivated engineer, with a 'can do' attitude and a thorough, logical approach to reactive & pro-active support services. They must be sufficiently skilled in our core product and service are as to ensure fault calls are responded to and rectified in an efficient and timely manner, within given SLA’s as required and proud to report satisfactory customer communications.

You will also:

• Provide 1st Line diagnosis and resolution, maintaining a high level of 1st time fixes
• Respond appropriately to technical issues raised, through resolution or escalation
• Prioritisation and management of workload to ensure contractual SLAs are met
• Act as the first point of contact for technical issues raised
• Log all service tickets received via telephone, email and service portal and handle accordingly throughout the stages of the ticket
• Provide efficient customer service to a vast client base
• Workin accordance with company values, policies, procedures and standards
• Building and maintaining strong relationships with customers through the support you deliver
• Maintain concise and clear documentation via ticketing system and knowledge base

Training Outcome

• Upon completion, the successful candidate will have gained a Level 3 Information Communications Technician qualification

Skills Required

• IT skills
• Attention to detail
• Organisation skills
• Problem solving skills
• Logical

Qualifications

• Essential - GCSE - English - 4/C
• Essential - GCSE - Maths - 4/C

Course Information

Course: Information communications technician (level 3)

Level: 3

Route: Digital

Apprenticeship Level: Advanced

Working Arrangements

Working Week: Monday- FridayShifts to be confirmed

Expected Duration: 1 Year 5 Months

Training Provider: TECHNICAL PROFESSIONALS LIMITED