3rd Line Support Technician Apprentice - 20256

6 days left

Stone Group Limited
Granite One Hundred, Stafford, ST18 9AA
£238.65 - £303.40 per week
28 Sep 2020
03 Nov 2020
Role Type
Apprenticeship, Higher
Start Date
Key accountabilities:
  • To respond to reported incidents with given SLAs
  • Provide high levels of customer service and ensuring customer satisfaction throughout
  • Perform system health checks to pre-determined schedules and completing system reports
  • Support 1st and 2nd line support technicians and customers with such support requirements
  • Maintaining customer support documentation

Main responsibilities:
  • To maintain a high degree of customer service for all support queries and adhere to all service management principles
  • To consult on infrastructure problems and provide suitable networking solutions
  • To take ownership of user problems and be proactive when dealing with user issues
  • To troubleshoot and resolve 3rd line issues that 2nd line engineers have escalated, whilst maintaining an accurate task record in our helpdesk system
  • To assist 2nd line support technicians whilst maintaining accurate task records in service desk system
  • Proactively help resolve 1st, 2nd and 3rd line tickets where required
  • To participate in infrastructure design, installation, hardware refresh and other projects
  • Design network infrastructure solutions based on specification
  • Perform onsite wireless surveys
  • Review monitoring alerts to ensure clients system health is not compromised
  • Use diagnostic tools (hardware & software) and analysers to troubleshoot network performance issues
  • Configuring Stone's hyper-converged virtualisation platform based on specification
  • Comply with Stone's internal management systems, safety and security policies

Measures of Performance:
  • Customer feedback
  • Response to incidents within SLA

Requirements and prospects

Desired skills

Desired experience:
  • Microsoft Windows Server operating systems
  • Broad understanding of networking technologies and principles
  • Knowledge of Hyper-V, Failover Clustering and Microsoft Storage Space Direct
  • Knowledge of key infrastructure platforms and tools:

1. Microsoft Server 2012, 2016, 2019

2. Active Directory, DFS, DHCP, DNS, RDS, VPN, WDS, WSUS, SCCM

3. Exchange On-Premise

4. Microsoft 365

5. Understanding or WAN & LAN networking concepts including TCP/IP, DHCP, WINS, DNS

Desired competencies/behaviours:
  • Excellent customer service (willing to go the extra mile)
  • Ability to pay attention in detail, multi-task effectively and meet deadlines in a fast-paced environment
  • Have an interest in learning about current, new and future technologies to help the company, customers, themselves and their team
  • Good time management
  • Ability to work under pressure
  • Good problem solving and interpersonal skills
  • Methodical with ability to organise and prioritise
  • Ability to work well individually and as part of a team
  • Problem solving skills

Personal qualities

Essential experience required:
  • Microsoft Windows 7 & 10, Office 2013 onwards
  • Basic understanding of broadband connectivity and LAN networking
  • Knowledge of computer components

Desired qualifications

  • A-Levels in ICT/Business/Computing
  • Or an Apprenticeship in a similar subject (this must be at least the level below the planned programme)
  • Or an International Baccalaureate at level 3 in ICT
  • Or a BTEC Extended Diploma in IT (180 credits)

Future prospects

92% of QA Apprentices secure permanent employment after finishing their apprenticeship.Additionally, there may be opportunities to undertake further apprenticeship training as many of our programs offer on-going development tracks.

Things to consider

Important Information:
QA's apprenticeships are funded by the Education & Skills Funding Agency (ESFA), an executive agency of the Department for Education.
To be eligible for a Government funded apprenticeship you must have lived in the UK or European Economic Area (EEA) for the last 3 consecutive years.