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Apprentice IT Service Support Engineer

75 Farringdon Road, London, EC1M 3JY
£15,000.00 annually
Closing date
2 Dec 2021

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Role Type
Apprenticeship, Higher
Start Date
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Duties to include:

  • The role involves working closely with senior consultants and project managers on related projects, to assist in the accurate and timely delivery of work, as prescribed in the project scope
  • To resolve, or assist in the resolution, of customer problems and queries arising from the implementation and subsequent live operations of project work
  • Ensure customers are at the centre of all operational decisions through outstanding customer service
  • Develop a deep understanding of the group technology stack and speak with customers about the most relevant features/functionality for their specific business needs
  • To cover for colleagues, as and when required, in all areas where knowledge overlaps, and to undertake other such duties as may reasonably be requested
  • IT Support relating to technical issues involving Microsoft's core business applications, operating systems and network level connectivity issues
  • Call Escalation and management to key partners (Microsoft, HP etc.)
  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
  • Manage the escalation of calls within internal departments in order to meet Service Level Agreements
  • Production and submission of documentation in line with company procedures and submitted in a timely manner
  • Timesheet completion in line with company procedures
  • Contributing, collaborating and sharing knowledge with internal teams to improve the products and services
  • Engage in vendor training (e.g Microsoft Certification) to keep accreditations up to date, aligned with the business needs

This role is ideal for a candidate that may have already taken a level 3/level 4 IT Qualification and seeking their next step in to a more " project orientated" IT service role.

Requirements and prospects

Desired skills

  • Evidence of working within a team, supporting and working with others to reach organisational goals
  • Basic computer and operating system knowledge
  • Effective communication and administrative skills
  • Interpersonal skills: such as telephony skills, active listening and customer-care
  • Ability to multi-task and adapt to changes quickly, planning and prioritising workload
  • Self-motivated with the ability to work in a fast moving environment
  • Training opportunities will be provided, with the expectation of some learning taking place in personal time

Personal qualities

  • Good understanding of Microsoft's core business applications and desktop machine operating systems
  • Basic technical understanding of networks: WAN and LAN connectivity, routers, firewalls, and security
  • Ability to accurately log system configuration information

Desired qualifications

Grade C/4 or equivalent inmaths and English essential.

Future prospects

Strong potential for career progression.

Things to consider

  • Excellent track record for supporting apprentices
  • Regular corporate and team social events
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