Network Engineer Apprentice

Recruiter
Southern It Solutions Group Ltd
Location
Unit 22, Loveridge Trading Estate, Southbrook Road, Southampton, SO15 1GQ
Salary
£10,500.00 - £13,500.00 annually
Posted
09 Apr 2021
Closes
14 May 2021
Ref
VAC001698150
Specialism
Engineering
Role Type
Apprenticeship, Higher
Start Date
June
Duration
Permanent
To provide efficient and effective IT support primarily to our customers for installations, usage, or maintenance of customers' products to ensure that the system is functioning according to specifications. This includes but is not limited to hardware, software, audio, visual, printers, servers, and other IT related equipment.

Duties include:
  • As part of your development you should assistant when appropriate the more senior technicians with more challenging jobs, including website and hosting, DNS related jobs, advanced back up solutions and full installation of servers
  • You will also provide support to all more junior members of staff
  • You will be expected to deliver IT support, but you will mainly be travelling onsite to jobs: a company pool car will be made available to you
  • You must monitor IT support coverage so that any changes made to the calendar are clearly communicated with the customers immediately to avoid potential complaints
  • You should ensure you are well prepared for each onsite site and that you carry the correct tools necessary (all tools will be provided by the company)
  • To act as an escalation point for basic training needs for all more junior members of staff, when necessary. You should ensure that any unresolved issues are escalated accordingly to a more senior technician
  • To listen carefully to the customer's problem, diagnose and identify the customer's needs and ensure that the IT solution you provide is the most effective and efficient solution tailored to that customer. Thorough diagnosis should include asking the right questions to ensure that the customer avoids downtime due to any incompatibility.
  • You should ensure that any software upgrades or suggestions are compatible with the customer's current IT set up to avoid delay or failure in resolving the issue
  • To regularly communicate the status of your technical solution to the customer clearly and in a user-friendly, professional manner. You will ensure that your 'Daily Contacts' are completed by the close of business every day without fail to ensure that our customers receive the best level of customer service from Netserve
  • To ensure that all computer equipment is assigned a ticket and logged on to our accounting software. You must ensure that any information / updates, linked with that ticket, are entered onto the ticketing system immediately. This ensures that all technicians are able to provide the customer a full update in your absence
  • To follow all internal processes, procedures and policies. Failure to comply with company procedures and policies may result in formal proceedings
  • Offer tuition to customers for new hardware or software installations
  • Proactively educate customers and more junior members of the team about our 'Go Monthly Support Package' options and other potential software hardware and services upgrades
  • To assist in the creation of technical documents and training material
  • To assist in sourcing deals and offers, as well as new suppliers, for the resale of hardware and software
  • To act as a role model at all times by complying with procedures and policies, acting professionally
  • To assist the other departments with phone answering, providing technical knowledge, presenting training


Requirements and prospects

Desired skills

  • Ability to analyse the information you are provided and offer a best practice solution
  • Ability to ask diagnostic questions
  • Ability to use good communication skills to update others
  • Ability to converse professionally and calmly with customers and ensure we maintain good working relationships
  • Good time management skills
  • Administrative ability (updating ticketing system, creating invoices, Powerpoint etc)
  • Ability to use systems to offer customers a consistent service and so do what you say


Personal qualities

  • Passionate about IT
  • To understand the importance of good customer service and lead by example
  • An understanding of how downtime can affect the various departments within a business
  • Ability to diagnose, troubleshoot, obtain information and provide solutions for a good range of technical problems
  • Ability to apply health and safety procedures within the workplace, including manual handling, fire awareness and hazard awareness
  • Familiarity with basic network troubleshooting, including setting up WIFI hotspots, diagnosing speed and broadband issues, replacing routers, creating network cables


Desired qualifications

  • GCSE Maths and English grade A* - C / 9 - 4 or functional skills level2 equivalent
  • A relevant Level 3 apprenticeship / qualification or equivalent experience is essential


Future prospects

Progression for the right applicant.

Things to consider

Apprentices are paid for their normal working hours and training that's part of their apprenticeship (usually one day per week). For more information please visit: https://www.gov.uk/national-minimum-wage-rates

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