Network Engineer Apprentice

Loveridge Trading Estate Unit 23, Southbrook Road, Southampton, SO15 1GQ
£12,500.00 - £15,000.00 annually
28 May 2019
08 Oct 2019
Role Type
Apprenticeship, Higher
Start Date
You will be accountable in all aspects of maintaining and providing IT support to the business and home customers. This will include working on customer's computers both within theoffice 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 they maintain theservice level agreement time periods.

Your duties and responsibilities consist of:
  • 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 tohardware, 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 backup 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 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

Requirements and prospects

Desired skills

  • Good time management skills
  • Ability to use good communication skills to update others
  • Good knowledge of Microsoft Office, in particular Word and PowerPoint
  • Ability to diagnose, troubleshoot, obtain information and provide solutions for a good range of technical problems
  • Good customer service skills

Personal qualities

  • Reliable and trustworthy
  • Excellent team player and willingness to help others
  • Logical
  • Excellent listener
  • Friendly and approachable
  • Professional and calm
  • Helpful and considerate
  • Self-motivated

Desired qualifications

  • A full UK driving license is essential (due to the nature of the role)
  • 5 GCSEs at grades A*-C/9-4 (or equivalent) including English Language and maths

Future prospects

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

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