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Network Engineer Apprentice

Loveridge Trading Estate Unit 23, Southbrook Road, Southampton, SO15 1GQ
£10,500.00 - £13,500.00 annually
Closing date
29 Oct 2021

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Role Type
Apprenticeship, Higher
Start Date
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Duties will include:
  • You will be working closely with the other IT technicians focusing on solving IT issues and providing a first class customer service
  • That includes repair, upgrade and support to their customers
  • In addition, you will be assisting the more senior technicians with more challenging jobs including website and hosting
  • To provide efficient and effective IT support to 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
  • As part of your development you should assistant when appropriate the more senior technicians with for more challenging jobs, including website and hosting, DNS related jobs, advanced backup 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 both on and, 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

  • Passionate about IT
  • To understand the importance of good customer service and lead by example
  • Ability to diagnose, troubleshoot, obtain information and provide solutions for a good range of technical problems
  • Experience of helpdesk level server support
  • Knowledge of Microsoft Exchange and other server applications
  • A full UK Driving Licence is required for this role due to going out to customers

Personal qualities

  • A can do attitude and a drive to succeed is required
  • Self-motivated and desire to learn
  • Reliable

Desired qualifications

  • GCSE maths and English grade A* - C / 9 - 4 or functional skills levels 2 equivalent
  • A relevant Level 3 Apprenticeship/qualification or equivalent experience is essential

Future prospects

  • The company provides a progression opportunity for the right candidate
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