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Technical Support Engineer Apprentice

  • Posted on: 08th September 2021
  • Location: Chesterfield S41
  • Salary: £4.30 per hour
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Job Description

Job description

GBS Apprenticeships are recruiting for a rapidly growing MSP operating from a large office in Chesterfield. They offer an informal, relaxed yet high performance environment where they recognise and reward effort and achievement. The Company prides itself on high levels of strategic engagement with its customers coupled with their internal technical expertise, enabling them to operate their own cloud infrastructure and communications network. They are expanding their team and are seeking enthusiastic, driven and ambitious team members to join in their journey as a Technical Support Engineer.

About The Role

As a 1st Line Technical Support Engineer, you will be responsible for providing remote support for IT, data, hosting and telecoms networks.

You will be responsible for the proactive maintenance of customer’s networks, making full use of the Remote Monitoring & Management (RMM) systems in place.

You will be expected to provide feedback and assist the team leader to ensure your individual and team SLA’s and KPI’s are achieved.

You will carry out these works in a professional manner, using technical knowledge and experience. You shall be aware that, at the time of contact, the customer may be in a critical system outage situation and calm, consultative communications are required at all times.

Roles/Responsibilities

Main responsibilities:

  • Answer support telephone calls and e-mails directly from the customer and work to a target of first-time fix of all issues
  • Record all works within the company ticketing system, ensuring that regular updates are placed on all assigned open tickets
  • Prioritise and categorise tickets to provide efficient progression
  • Work to the contracted SLA’s and liaise with 3rd parties as appropriate, escalating potential failures within the team in a timely manner
  • Aid in the creation and management of a technical knowledge base and work closely within the team to increase technical knowledge and understanding of the business

Salary and Contract Term

£4.30 Per Hour

9am till 5:30pm Monday to Friday

37.5 hours per week

The Apprenticeship Standard is Level 3 Digital Support Technician

Reference ID: GBSAF045

Job Types: Full-time, Apprenticeship

COVID-19 considerations:
• Initial remote interview process
• Social distancing in place
• Sanitisation, disinfection and cleaning procedures in place with onsite testing

Benefits:

  • Free onsite parking with EV charging points
  • Air-conditioned offices with shower facilities
  • Career progression with personal development plans
  • Training opportunities
  • Vitality private healthcare plan
  • Sick pay policy
  • An active formal and informal social calendar with escape rooms, go-karting, and curry evenings being the favourites
  • A large social hub to relax and have a coffee or enjoy a game of pool or use the PlayStation
  • Hybrid working – remote / customer site / office
  • Weekly HIIT sessions provided by The Fitness Truck for those who want to challenge their body as well as their mind
  • Regular mental health training programme available to all
  • Last but not least, their office dogs

Requirements

Qualifications

Essential:

  • Grade A-C in English and Maths at GCSE level or equivalent
  • Good standard of practical application of literacy and numeracy

You need to be:

A professional, self-motivated and enthusiastic individual with excellent communication skills. You are organised, adaptable and calm under pressure with a strong desire to continue to develop your skillset whilst working effectively and efficiently alone or as part of a team.

Desirables

Knowledge / Technologies you ideally would be aware of:

  • Active Directory / Windows Servers / Exchange / 365 / Azure / Virtualisation
  • Proven track record of working on a remote technical support desk