Network Engineer Apprentice

3 days left

Remit Group
Stafford, Staffordshire
£12,409 - £15,776 per annum [Depending on age]
01 Oct 2020
01 Nov 2020
RM- Stone Group
Role Type
Apprenticeship, Higher
Start Date
18-24 months


Provide technical support to customers with a managed service contract and support to 1st and 2nd line service desk technicians

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 

Personal Qualities:

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


Skills Required:

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

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:
Microsoft Server 2012, 2016, 2019
Active Directory, DFS, DHCP, DNS, RDS, VPN, WDS, WSUS, SCCM
Exchange On-Premise
Microsoft 365
Understanding or WAN & LAN networking concepts including TCP/IP, DHCP, WINS, DNS

Qualification required:

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)


Training to be provided:

Network Principles (for Level 4 Network Engineer Apprenticeship), Network Systems and Architecture (for level 4 Network Engineer Apprenticeship),  Network Security (for level 4 Network Engineer Apprenticeship)



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