Customer Support Engineer

About the apprenticeship

Duties

Hardware repairs
Day to day desktop support
Prioritise and manage own dashboard/workload - taking jobs through from start to completion
Speaking with customers via email and phone for initial requirement capture whilst building positive working relationships with customers and other third party professionals
Remote troubleshooting and fault finding
Respond within agreed time limits and SLA's
Install, configure and repair hardware including installation of operating systems and applications
Monitor systems and networks, undertaking fault investigations in local and wide area environments
Supporting companies through various accreditations and audits
Installation and monitoring of various backup solutions
Installation, configuration and provisioning of VoIP telephony solutions
Maximising network performance by monitoring performance, troubleshooting network problems and outages, scheduling upgrades and collaborating with network architects on network optimisation
Securing network system by establishing and enforcing policies, and defining and monitoring access
Updating job knowledge by participating in educational opportunities, reading professional publications, maintaining personal networks and participating in professional organisations
The support, configuration and administration of firewall environments in line with IT security policy
Configuration of routing and switching equipment

Additional information

What are the benefits of working for ITCS?
- Flexible approach to working with both on site and desk based tasks.
- Access to a fleet vehicle for visits to customer sites
- Equipment provided i.e. laptops, tablets etc.
- Company and team social events
- Gym membership contribution
- Access to exclusive deals
- Cycle to work scheme
- Company pension
- On-site parking
- Holidays including bank holidays
- Training and education plans
- Progression opportunities
- Opportunity for on-call and overtime hours in evenings and on weekends
- Competitive salary - permanent position
- Full uniform

Requirements

Skills

Strong telephone manner and customer service skills
Desktop PC Support & Repairs
Windows Server 2008 through to 2019
Microsoft Exchange
VPN Technologies
Office 365 Administration
Active Directory
VoIP systems
Networking (DHCP, DNS, TCPIP)
Wireless Networking
Firewall and Network Security Technologies
Hyper-V, VMWare, SAN, NAS
Automation and Scripting using PowerShell

Qualifications

N/A

Language

Welsh Spoken Skills: No Welsh Written Skills: No

Course details

Training provider:

Qualification:
Customer Service Level 2

About the employer

ITCS 1 North Road
Bridgend Industrial Estate
Bridgend
CF31 3TP

Disability confident

Yes

Please note that all apprenticeships are open to everyone. However, some organisations have worked to achieve Disability Confident accreditation. You should always apply for the apprenticeship you feel best suited to.

Interview arrangements

Suitable candidates will be notified of interview as appropriate