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IT Level 4 Network Engineer Apprentice

Po Box 324, Horsford, Norwich, NR10 3WA
£19,000.00 annually
Closing date
7 Dec 2021

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Role Type
Apprenticeship, Higher
Start Date
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  • Check that customers have a valid support contract and what is included within the scope of their Support Agreement (SA)
  • Take ownership of customer ICT issues and perform a technical diagnosis (remotely & onsite) to find a solution
  • Escalate support calls to the relevant person if a solution has not been found within an agreed timeframe set by Ergo
  • Contribute to KPI reports produced by the team for Ergo's Infrastructure support customers as required
  • Provide support to internal staff on Ergo ICT Infrastructure as required
  • Create, Publish and Maintain both System Documentation and Knowledge Base articles for our customers
  • Ensure that Change Control procedures and documentation are used for re-configuration of Customer ICT Infrastructure(s)
  • Liaise with customers to clarify the technical implementation details for delivery of SME solutions
  • Record support calls received by Telephone/Email/Web/verbal into our Helpdesk Software with detailed information on the customer ICT issue

Requirements and prospects

Desired skills

  • Good communication skills
  • Relevant experience in an IT and/or networking related role
  • Experience in a technical support environment

Personal qualities

Technical knowledge of:
  • WAN and LAN networking technologies
  • Fault finding and technical troubleshooting
  • Networking infrastructure- switching, routing and firewall

Desired qualifications

  • Must have GCSE C/4 grades or equivalent in English and maths
  • Must have IT specific qualification at either A-level or Level 3 Apprenticeship, or other relevant qualifications

Future prospects

This is a great opportunity for you to develop skills that will enhance your career in IT. With a Primary Goal apprenticeship, you will gain the knowledge to be able to move into a technical or curriculum-focused role. The opportunities are immense!
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