TRANSLTR LTD t/as The Voip Shop

The Voip Shop
Office 101, Leicester, LE4 5NU
£225.00 per week
05 Nov 2019
24 Nov 2019
Role Type
Apprenticeship, Higher
Start Date
This role is for a trainee Engineer within Digital and Technology working towards the required qualifications and experience for a Network Engineer role.

As a Technical Support Specialist you will be an important part of the department and day to day responsibilities will include: remote fault logging and resolving, remote support of on-site system installs and maintenance, and long-term relationship building with both existing and new customers and suppliers.

Full training provided to complement existing experience in IT.

You will work with and have the full support of 1st and 2nd line support teams at Cisco and Open Reach UK further enhancing your skills as you work within our team learning about and working with the best cloud phone system technology available in the UK.

Essential requirements will require the employee to: build strong client relationships, work well individually or as part of a team, communicate effectively, clearly understand customer requirements and provide excellent service to customers and meet SLA's

The position requires a quick learner who is keen to adapt to new technologies alongside their day to day job role.

As such a new employee will be required to have excellent phone manner and organisational skills in order to deliver the highest quality support service. The position will report to our Support Manager.

Key Responsibilities:
  • Maintaining Hosted VoIP systems
  • Providing Tech Support
  • Understanding customer networks
  • Communicating effectively with suppliers such as Cisco
  • Updating customers within SLA's
  • Providing high quality customer service
  • Basic Project management
  • Logging and resolving customer faults remotely
  • Support in setup of phone systems and on site phone system surveys

Personal Attributes we look for:
  • Time management skills -meeting strict SLA's
  • To deliver the best possible customer service
  • IT literate with IT skills such as understanding of basic networking
  • Flexible and adaptable
  • The ability to work well individually or as part of a team
  • Demonstrating knowledge, skills, good judgement, and integrity in doing your job
  • Listen and provide solutions diligently and promptly
  • Ability to work within a team to achieve a common goal
  • Be humble and polite (very important)
  • Provide a quality and efficient service to our customers

As you progress in your Apprenticeship you will be given additional duties and responsibilities to ensure you gain a broad set of skills, knowledge and experience in the business.

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

You will need at least a 5 GCSE grade 4/C or equivalent including maths & English. You will have completed ideally a Level 3 IT apprenticeship or at least a Level 3 BTEC and/or A level in ICT or have practical experience in a similar role.

Future prospects

Most employers working with Leicester College are keen to offer permanent employment to a reliable, hardworking individual based on their performance throughout their Apprenticeship.

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