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Digital Support Technician Apprentice

  • Posted on: 23rd August 2021
  • Location: Chesterfield S41
  • Salary: £12,000 per year
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Job Description

Job Description

GBS Apprenticeships are recruiting for a specialist provider of managed IT, Cloud and Communications solutions. Their approach delivers a premium customer experience at an affordable price for all businesses. One of their main strengths is in their innovative approach and their team has a strong track record in delivering award-winning bespoke solutions. In being owned and run by career long IT specialists, they have been able to build a robust platform from the ground up.

About The Role

They are looking for a skilled individual to join their fantastic team as an apprentice IT engineer. The successful candidate will be reporting to the Head of UK Operations and working with the support team. Therefore, the successful candidate will need to possess excellent communication skills alongside technical competence. The team is wholly committed to providing quality and excellence for every customer regardless of the scale of the job. Also, their staff are fully integrated into how they manage quality and how they can improve today and in the future. This is a great opportunity to be a part of a continually growing company.

Roles/Responsibilities

Main responsibilities:

  • Being the first point of contact for all enquiries both via telephone and the internal helpdesk system
  • Logging all telephone support calls within the helpdesk system, ensuring that all relevant information is captured and correctly prioritised
  • Monitoring the helpdesk system for incoming requests, and action for support or additional information
  • Diagnosing and fixing faults in hardware, networking, and software
  • Ensuring that all issues are progressed to meet agreed SLA targets
  • Ensuring that all issues are kept up to date and the customer is informed of the progress
  • Ensuring that all issues are updated with the full resolution details prior to closure
  • Logging information on the daily checklists
  • Maintaining compliance with ISO 9001, 14001 and 27001 standards
  • Abide by and proactively implement all of the Company’s internal policies and procedures
  • Living by the Company values and behaviours
  • Manage your time effectively to complete apprenticeship requirements

Salary, Contract Term and Employee Benefits

£12,000 per year plus benefits

7am till 10pm Monday to Friday (on call rota outside of this)

The Apprenticeship Standard is Level 3 Digital Support Technician

Reference ID: GBSAF038

Job Types: Full-time, Apprenticeship

Requirements

Qualifications

Essential:

  • 5 GCSE (9*-4/A*-C) (or equivalent) including English and maths
  • Good standard of practical application of literacy and numeracy

Desirables

Desired Skills

  • The aptitude/ability to liaise directly with a diverse range of end users from multiple countries
  • The aptitude/ability to meet company service standards and turnaround times
  • Strong communication skills (specifically over the phone and by email)
  • Fluency in spoken and written English
  • Technical aptitude – the ability to learn new technologies quickly (full training will be provided where required)
  • The aptitude/ability to work in an organised manner, under pressure and methodically
  • The aptitude/ability to work proactively whilst multi-tasking and within a team environment
  • Flexibility to cover extended hours and on call where necessary

Personal Qualities

  • Organised
  • Customer focused
  • Natural problem solver
  • Initiative
  • Meticulous
  • Flexible
  • IT savvy
  • Hold a valid driver’s licence