1st Line IT Support Engineer Apprentice

About the Role

We have an opportunity for a motivated individual to predominantly provide remote technical helpdesk support. As a 1st Line Service Desk Engineer, you will be responsible for technical support and ticket resolution for a wide range of managed service customers.

What You'll Do at Work

• Be the first point of contact for support queries and have full responsibility for logging and handling tickets, escalations, and follow-ups.
• Involve fault diagnosis and resolution, providing remote and telephone support for client infrastructure and end-users.
• Provide 1st Line diagnosis and resolution, maintaining a high level of 1st time fixes.
• Respond appropriately to technical issues raised, through resolution or escalation.
• Prioritise and manage workload to ensure contractual SLAs are met.
• Act as the first point of contact for technical issues raised.
• Log all service tickets received via telephone, email, and service portal and handle accordingly throughout the stages of the ticket.
• Provide efficient customer service to a vast client base.
• Work in accordance with company values, policies, procedures, and standards.
• Build and maintain strong relationships with customers through the support you deliver.
• Maintain concise and clear documentation via ticketing system and knowledge base.

Where You'll Work

UNIT 8
VICTORY CLOSE
WOOLSBRIDGE INDUSTRIAL ESTATE
WIMBORNE
BH21 6SX

Training Provider

TECHNICAL PROFESSIONALS LIMITED

Training Course

Information Communications Technician (level 3)

Understanding apprenticeship levels (opens in new tab)

What You'll Learn

• Interpret and prioritise internal or external customer's requirements in line with organisation's policy.
• Apply the appropriate tools and techniques to undertake fault finding and rectification.
• Apply Continuous Professional Development to support necessary business output and technical developments.
• Operate safely and securely across platforms and responsibilities maintaining the security of personal data of internal and external stakeholders.
• Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate.
• Develop and maintain effective working relationships with colleagues, customers, and other relevant stakeholders.
• Manage and prioritise the allocated workload effectively making best use of time and resources.
• Complete documentation relevant to the task and escalate where appropriate.
• Install or undertake basic software upgrades, either physically or remotely.
• Establish and diagnose the extent of the IT support task, in line with the organisation's policies and Service Level Agreements.
• Provide remote/F2F support to resolve customer requirements.
• Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task.
• Identify and scope the best solution informed by the system data associated with the task.
• Test and evaluate the system's performance and compliance with customer requirements.
• Escalate non-routine problems in line with procedures.
• Use basic scripting to execute the relevant tasks for example PowerShell, Linux.
• Carry out routine maintenance across systems, ensuring organisational compliance at all times.
• Apply the necessary security, in line with access and/or encryption requirements.
• Use a range of Cabling or Connectors equipment in line with technical requirements for example physically or remotely.
• Test and evaluate network environments.
• Monitor performance and usage of a network.
• Deploy applications on a network.
• Set up storage and data access for staff.
• Apply necessary security measures, in line with access requirements to a network.
• Carry out routine maintenance across network systems, ensuring organisational compliance.
• Monitor network-related workloads including DNS and firewalls.
• Install or undertake basic upgrades, either physically or remotely.
• Establish digital communication or telecommunications systems through, for example, cabling and connecting equipment.
• Identify a range of tools and/or diagnostic equipment, for example, Hardware or Software components, to resolve Communications or Telecommunications requirements.
• Undertake basic telecommunications activities, in response to an allocated task, designated responsibilities, instructions, or customer’s requirements.
• Use information necessary to identify operational issues and rectify or escalate accordingly in line with policy.