3rd Line Support Technician Apprentice - 20256
- Employer
- Stone Group Limited
- Location
- Granite One Hundred, Stafford, ST18 9AA
- Salary
- £238.65 - £303.40 per week
- Closing date
- 29 Oct 2020
View more
- Specialism
- Engineering
- Sector
- Engineering & Aerospace
- Role Type
- Apprenticeship, Higher
- Start Date
- November
- Duration
- Permanent
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Key accountabilities:
Main responsibilities:
Measures of Performance:
Requirements and prospects
Desired skills
Desired experience:
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:
Personal qualities
Essential experience required:
Desired qualifications
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.
- 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.
You need to sign in or create an account to save a job.
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