Apprentice IT Technical Engineer

West Midlands
05 Feb 2019
05 Mar 2019
Start Date
The main objective of the role is to provide a consistently high quality IT service to the customer/client, including technical support and assistance in accordance with instruction given by your Line Manager.

Main Duties and Responsibilities:

Log clients' ongoing technical issues on the ADECS helpdesk and respond to helpdesk calls within the appropriate SLA's.

Prioritise calls according to urgency and length of time outstanding. Where sufficient information is not available then this should be obtained to help with this assessment.

Escalate calls, as appropriate, to senior support staff.

Ensure that helpdesk calls are kept up-to-date, logging new information or actions. Ensure that the client is kept up-to-date at all times.

Close calls when clients are satisfied that issues have been resolved.

Ensure you are aware of the assigned client's processes and that you are capable of ensuring that the systems installed provide the productivity that the client requires.

Provide clients and prospects with professional, skilled support in a profitable manner and be seen as an expert in IT support.

Inform the client when you arrive on site and briefly go through with them what issues they have and what you are going to do on that visit. Communication is vitally important.

When on a client site, maintain respect for the nominated contact and recognise their authority. Adhere to their Company rules and procedures and abide by their Health and Safety at Work regulations.

Complete client documentation when necessary and ensure existing documentation is kept up-to-date.

Document details of new client hardware/software, when installed.

Keep client task lists up-to-date and available on request.

Maintain knowledge of assigned products and provide solutions to our clients using these products

Work closely with assigned clients to keep problems to a minimum and use available time to help drive the clients' IT requirements.

Major incidents or issues causing client dissatisfaction to be raised with management immediately.

Provide exemplary support to our installed base of clients.

Work as an effective team member supporting other members of the team whenever possible and particularly during periods of absence.

Maintain accurate and timely worksheets where appropriate and return them to your Line Manager, each Friday, by the latest. Timesheets to be issued to the Administration Department every Monday.

Accurately complete expense claims and submit them to your Line Manager for approval, with relevant receipts or support documentation, by the Friday before the payroll payment date.

Attend and participate in the technical support meetings.

Sign for all goods before taking to a client and inform the Administration Department.

Answer telephones in accordance with the Company's telephone procedures.

Provide assistance in answering calls, when required.

As a primary focal point for the company with our clients, ensure that you are seen as a positive and effective team member by prospects, clients, business partners and other ADECS staff.

Keep up-to-date with changes to the Engineers Diary.

Keep time on the telephone to a minimum.

All purchases must be approved for payment and signed for.

Observe and adhere to the Company's internet policy.

Carry out any other reasonable duties related to your position, as may be requested by the Chief Executive or Senior Management.

Comply with the Company's rules and procedures and the Health and Safety at Work Act (1974) Regulations.

Desired skills

Knowledge of Microsoft Office Software is essential including Outlook

You will have the following skills:

Numeracy & Literacy essential

Good communication essential

Word processing, Spreadsheet, Database & Internet essential

Technical IT skills on a wide variety of software and hardware desirable

Customer Care

Personal qualities

The successful applicant will need to be:


Hard working



Training to be provided

Level 3 Infrastructure Technician Apprentice qualification together with on site training by the employer.

For those starting at Advanced (Level 3), the expected duration would be 15 months. There is an opportunity to progress on to the Higher Apprenticeship (Level 4) and ultimately on to a Degree Apprenticeship.

Knowledge Modules include:

KM1 Networking and Architecture

KM2 Mobile and Operating Systems

KM3 Cloud Services

KM4 Coding and Logic

KM5 Business Process

MTA Networking

CompTIA A+

Working week

Monday - Friday: 8.30am - 5pm

Total hours per week: 37.50

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