Network Engineer Apprentice

Fusion It Management Limited
Unit 3, 99-101 Birds Royd Lane, Brighouse, HD6 1NG
£16,500.00 - £17,000.00 annually
14 Mar 2019
01 Jun 2019
Role Type
Apprenticeship, Higher
Start Date
To provide 1st line technical support to our clients, assisting them with hardware and software problems via phone, email or onsite.

Your duties and responsibilities in this role will consist of:
  • To provide remote technical support; answering support queries either onsite or via phone or email
  • To maintain a high degree of customer service at all times, for all support queries and adhere to all internal processes for both ourselves and our clients
  • To take ownership of user problems and be proactive when dealing with user issues, keeping the client up to date with their ongoing cases
  • To log all calls on the call logging system and maintain full documentation
  • Respond to enquiries from clients and help them resolve any hardware or software problems efficiently and accurately
  • Maintain a log of any software or hardware problems detected and escalate as required
  • To escalate more complex service issues to your Team Leader
  • To liaise with 3rd parties to resolve issues with software that cannot be solved ourselves

Requirements and prospects

Desired skills

  • 1-year experience working on an IT Helpdesk
  • Experience using a case management logging system
  • Some networking knowledge (WAN, LAN)
  • Strong knowledge of Microsoft based operating systems with emphasis on Windows desktop technologies (XP / Vista / Windows 7/ Windows 10)
  • Experience using and troubleshooting Microsoft Office (e.g. Word, Excel and PowerPoint)
  • Experience using and troubleshooting Microsoft Office 365
  • Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, and delegation)
  • Basic understanding of PC hardware set-up and configuration
  • Good communication skills both over the phone and in person

Personal qualities

  • Full UK Driving License (due to the nature of the role)
  • Excellent telephone manner and

Desired qualifications

  • 5 GCSEs at grades A*-C/9-4 at a minimum
  • CompTIA A+ qualification (or equivalent) is desired but not essential

Future prospects

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

Things to consider

This role requires at least 1-year experience working on an IT Helpdesk.

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