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IT & Network Engineering Apprentice (Netserve)

Employer
Estio Training
Location
SO15 1GQ, Southampton
Salary
£13,500
Closing date
24 Feb 2023

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Specialism
IT
Sector
Technology
Role Type
Apprenticeship
Start Date
Immediate
Duration
24 months+

Job Details

Level 4 Network Engineer

Weekly Hours Worked - 37.5 hours per week during normal office opening hours (9.00am to 5.30pm)

About the company:

We are an IT Support & Consultancy Company based in central Southampton and have been running since 2003. We offer IT & networking solutions to local businesses and home users across Hampshire and Dorset.

Brief job description:

You will be accountable in all aspects of maintaining and providing IT support to our business and home customers. This will include working on customer’s computers both within our office and by attending the customer’s premises. This involves prioritising type of fault by liaising directly with the client to obtain full details of the issue.  You should work alongside the more senior technicians in ensuring that Netserve customers are given priority and dealt with urgency. This is to ensure that we maintain our service level agreement time periods.

As a Level 1 technician you should continue to develop your IT and customer service skills and behaviours by regularly benchmarking yourself against more senior members of the team.  This should be achieved through not only through observation but also self-development, and any desires to attend additional training which would be of benefit to you and your role, should be communicated with the Technical Director. Likewise you should also strive to act as a role model for more junior members of the team, by providing support and guidance in both technical and customer services skills.

As a Level 1 Technician, your administrative skills should be good and therefore all jobs will be accurately logged within our ticketing software and ensure that customers are billed accurately with thorough descriptions of works completed. Whilst you will be working as a Level 1 IT technician, a main element of the role is delivering first class customer service.  Therefore, you should strive to build on the customer service skills you already possess and be willing to deliver training to the other members of the team on customer services.  In addition, you will be accountable for ensuring that new members of the team receive a thorough onboarding and ensure they are familiar with all aspects of the running of the business, from company procedures to company culture therefore making yourself available to them will be essential. You will also work closely with the HR Business Partner to perform training needs analyses and produce and deliver training courses for the team as a result.

There may be occasions when you will cover the roles and duties of Trainee Level 2 and Level 2 Technicians in the event of annual leave / sickness. 

You will work closely with the other IT technicians both within Netserve, Backup Box and Home Computer Help, the IT Director and HR Business Partner, although most of the focus will be around solving the IT issues and providing our customers with a first-class service.

Job Description:

  • To provide efficient and effective IT support to primarily to our customers for installations, usage, or maintenance of customers’ products to ensure that the system is functioning according to specifications, this includes but is not limited to hardware, software, audio, visual, printers, servers, and other IT related equipment.  As part of your development you should assistant when appropriate the more senior technicians with for more challenging jobs, including website and hosting, DNS related jobs, advanced back-up solutions and full installation of servers. You will also provide support to all more junior members of staff. You will be expected to deliver IT support both on and, but you will mainly be travelling onsite to jobs: a company pool car will be made available to you. You must monitor IT support coverage so that any changes made to the calendar are clearly communicated with the customers immediately to avoid potential complaints. You should ensure you are well prepared for each onsite site and that you carry the correct tools necessary (all tools will be provided by the company). To act as an escalation point for basic training needs for all more junior members of staff, when necessary. You should ensure that any unresolved issues are escalated accordingly to a more senior technician. To listen carefully to the customer’s problem, diagnose and identify the customer’s needs and ensure that the IT solution you provide is the most effective and efficient solution tailored to that customer. Thorough diagnosis should include asking the right questions to ensure that the customer avoids downtime due to any incompatibility. You should ensure that any software upgrades or suggestions are compatible with the customer’s current IT set up to avoid delay or failure in resolving the issue. To regularly communicate the status of your technical solution to the customer clearly and in a user-friendly, professional manner. You will ensure that your ‘Daily Contacts’ are completed by the close of business every day without fail to ensure that our customers receive the best level of customer service from Netserve. To ensure that all computer equipment is assigned a ticket and logged on to our accounting software. You must ensure that any information/updates, linked with that ticket, are entered onto the ticketing system immediately. This ensures that all technicians are able to provide the customer a full update in your absence. To follow all internal processes, procedures and policies. Failure to comply with company procedures and policies may result in formal proceedings. Offer tuition to customers for new hardware or software installations. Proactively educate customers and more junior members of the team about our ‘Go Monthly Support Package’ options and other potential software hardware and services upgrades. To assist in the creation of technical documents and training material. To assist in sourcing deals and offers, as well as new suppliers, for the resale of hardware and software. To act as a role model at all times by complying with procedures and policies, acting professionally. To assist the other departments with phone answering, providing technical knowledge, presenting training. 

Qualifications:

  •    A full UK driving license is preferable. 5 GCSEs grades A*-C/9-4 or equivalent (including English Language and Maths)

Personal Skills:

  • Ability to analyse the information you are provided and offer a best practice solution.
  • Ability to ask diagnostic questions.
  • Ability to use good communication skills to update others.
  • Ability to converse professionally and calmly with customers and ensure we maintain good working relationships.
  • Good time management skills.
  • Administrative ability (updating ticketing system, creating invoices, PowerPoint etc).
  • Ability to use systems to offer customers a consistent service and so do what you say you will do, daily contacts etc. 
  • Good knowledge of Microsoft Office, in particular Word and PowerPoint.
  • Willing to ask others if you need help.
  • Passionate about IT.
  • To understand the importance of good customer service and lead by example.
  • An understanding of how downtime can affect the various departments within a business. 
  • Ability to diagnose, troubleshoot, obtain information and provide solutions for a good range of technical problems.
  • Ability to apply health and safety procedures within the workplace, including manual handling, fire awareness and hazard awareness.
  • Familiarity with basic network troubleshooting, including setting up WIFI hotspots, diagnosing speed and broadband issues, replacing routers, creating network cables.

Personal qualities:

  • Must possess the ability to work well within the Southern IT Solutions Group environment and align your behaviours with our core values [HOLR] Honesty, Ownership, Learning and Respect.
  • Willingness to get involved and show a commitment to the company’s business strategy.
  • Reliable and trustworthy.
  • Excellent team player and willingness to help others.
  • Logical.
  • Excellent listener. 
  • Friendly and approachable.
  • Professional and calm.
  • Helpful and considerate ability to foresee problems before they arise.
  • Self-motivated.
  • Desire to learn we expect the candidate to volunteer to assist the team manager in more advanced IT projects, such as server installs, malware removal, data backup installs etc.
  • Discreet.

Future prospects:

The role offers long term security and the opportunity to progress into a permanent position.

Training to be provided:

Estio apprenticeship training programmes are delivered virtually by our fully qualified and industry experienced training team. Using their expert knowledge, we’ve purposefully built our programmes around the real-world use of modern technology, so that the skills we create can be directly applied in the workplace.

Throughout the apprenticeship learners receive coaching, help and guidance from a dedicated team who are there to ensure they get the most from their work experience.

Successful completion of this apprenticeship gives you an accredited Level 4 Network Engineer, with training in how to:

  • Install, configure and test network components, including optimisation and maintenance.
  • Investigate, identify and resolve technical performance issues in networks.
  • Apply the appropriate tools and techniques when securely operating and testing Networks.
  • Acquire and analyse network performance data to monitor network activity.

Company

We are an IT and Digital apprenticeship provider, specialising in bringing high quality training to digital apprenticeships across England. We offer level 3 and 4 apprenticeships in IT, Software Development, Software Testing, Cyber Security, Data Analysis, Digital Marketing and Business Analysis.

We bring people together: we partner with employers to create digital apprenticeship opportunities, and work hard to find the talent to fill these roles.
We bring new skills to the nation: our trainers have all worked within the industry, so they’re the best people to transfer the skills you need.

We help you start your dream career: our digital apprenticeships provide you with the skills and qualifications, as well as the experience, you’ll need to kickstart your career in an industry you love

Company info
Telephone
01133 500 333
Location
Estio Training
Leeds House
2 New Lane
Leeds
LS11 5EB
GB

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