Unified Communications Apprenticeship Level 4

Sprint Convergence Ltd.
Wrest Park, Bedford, MK45 4HR
£15,000.00 annually
10 Jun 2019
29 Jun 2019
Role Type
Apprenticeship, Higher
Start Date
Sprint Convergence is now looking for someone to join their team, working in both desktop support and supporting their engineers and coordinators out in the field.

This will include:

Desk Support
  • Handling first line support tickets from receipt to resolution across our VoIP product range
  • Managing escalations to 2nd and 3rd line support for the above, by Liaising with CustomerService Teams and Carriers to resolve customer faults.
  • Installing and configuring computer & telecoms hardware, operating systems and applications.
  • Monitoring and maintaining computer/Telephone systems and networks
  • Talking staff & clients through a series of actions, either face-to-face or over the telephone, tohelp set up systems or resolve issues
  • Troubleshooting system and network problems and diagnosing and solving hardware orsoftware faults
  • Following diagrams and written instructions to repair a fault or set up a system
  • Supporting the roll-out of new applications
  • Setting up new users' accounts and profiles and dealing with password issues
  • Working continuously on a task until completion
  • Prioritising and managing several open cases at any given time
  • Rapidly establishing a good working relationship with customers and other professionals

Supporting Field Staff
  • Liaising directly with the Provisioning Coordinator to organise the bookings of projects
  • Liaising with our field engineers to ensure they are fully supported on site
  • Assisting with site survey and installation reports

Requirements and prospects

Desired skills

  • Experience with VoIP platforms would be an advantage but is not essential as full training will beprovided
  • Excellent listening and questioning skills combined with the ability to interact confidently with clientsto establish what the problem is and explain the solution
  • The ability to work well in a team and independently
  • The ability to prioritise your workload
  • Attention to detail
  • Pleasant telephone manner

Personal qualities

  • You will be an organised and enthusiastic individual who enjoys working as part of a small team
  • You will be supportive, professional and flexible
  • We want you to feel comfortable and happy when you speak to our valuable customers to deliveroursolutions
  • You will enjoy trouble shooting and risk management

Desired qualifications

  • Minimum of 5 GCSEs at grade C (4 for new grades) or above, including maths and English or equivalents
  • Minimum of 2 A levels or equivalent

Future prospects

Completion of apprenticeship could lead to great career progression within the company.

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