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Technical Support Engineer Apprentice (ABS IT Services)

Employer
AUJLA BUSINESS SYSTEMS LTD
Location
34 HERCULES WAY, FARNBOROUGH, GU14 6UU
Salary
£20,000.00 annually
Closing date
29 Mar 2023

View more

Specialism
Other
Sector
Unspecified
Role Type
Apprenticeship, Degree
Start Date
May
Duration
Permanent
What will the apprentice be doing?
  • Provide on-site IT support including but not limited to hardware desktops, laptops, servers, monitors, printers, routers, Wi-Fi devices, phones, software off the shelve and bespoke, connectivity Wi-Fi, broadband, telephone and Email management.
  • Support VM, web applications systems, MS Office, Windows OS, Service Desk Ticketing systems.
  • Provide professional customer service experience in an effective, rapid and seamless resolution in line with the SLA timeframe.
  • Evaluate and log incidents and service requests in the service desk ticketing system and manage queues/workflows.
  • Maintain ownership of incident throughout the incident lifecycle to a satisfactory customer resolution.
  • Maintain Pro-active communications with the customers and suppliers including escalation of incidents when necessary.
  • Daily task management.
  • Account management Re-enabling/ locking accounts, password resets.
  • Create and maintain documentation for Level 1 support solutions and processes.
  • Create and maintain instructional documentation for end users.
  • Provide out of hours support.
  • Provide remote and onsite support.
  • Build knowledge base in the ticketing system or other approved systems.
  • Meeting Service Desk KPIs Key Performance Indicators.
  • Writing reports.
  • Assisting other team members including communicating company strategies, team goals, project deadlines, identifying training needs and skill management.
  • Provide training where necessary.
  • Other similar duties may be assigned.

What training will the apprentice take and what qualification will the apprentice get at the end?

Estio/BPP 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 6 Digital and Technology Solutions Professional Degree Apprenticeship.

BSc (Hons) in Digital & Technology Solutions

What is the expected career progression after this apprenticeship?
  • The role offers long term security and the opportunity to progress into a permanent position.


Requirements and prospects

Desired skills and personal qualities

Attention to detail, Organisation skills, Team working, Excellent communications skill, Strong analytical skills, Level 1 technical knowledge, Strong presentation skills, Ability to write reports, Strong critical thinking, Ability to work under pressure, Ability to work alone, Microsoft Windows 10, Office applications, Microsoft 365, Service Desk ticketing systems, Anti-Virus management, Windows AD management, VPN management

Qualifications

GCSE or equivalent English (Grade A*-C/9-4 or equivalent) Essential
GCSE or equivalent maths (Grade A*-C/9-4 or equivalent) Essential

Things to consider

Driving license will be essential as need to travel to and from sites.

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