Apprentice Support Engineer

Please note this is a hybrid role based out of our Chesterfield office.

Job Role: Apprentice Support Engineer

Reports to: Service Desk Manager

Overview

As an IT Apprentice, you’ll be working closely with our Engineering Team as they support our existing and new customers’ IT requirements.

You’ll have a keen interest in IT and must be able to work as part of a busy support team. Working closely with other departments you will need to build relationships with both internal and external customers.

We work to strict SLAs with our customers and you’ll be responsible, after training, for the quality of information logged into our Ticket System (Autotask) – you will be expected to accurately log support tickets into our Call Management system in a timely manner.

Skills and Responsibilities

We expect you to be self-motivated, efficient and well-organised with a keen eye for detail. You’ll be IT-literate with skills in the use of Microsoft Office, in particular, Outlook, Word and Excel. Specific duties will include (but aren’t limited to):

• Polite and efficient answering of Service Desk phone calls
• The timely and accurate logging of customer issues into the Ticket Management system, from both phone calls and incoming emails
• Using the formal ticket logging system in place, and be responsible for the quality of the information recorded – to be able to produce clear descriptions relating to user problems that ensure timely and efficient solutions
• Recognising when a call is urgent and escalate accordingly
• Carrying out configuration and testing of new kit prior to install at customer site
• The ability to work as part of a team, whilst remaining self-motivated in managing your own workload
• The ability to demonstrate an excellent customer service focus when dealing with clients.

Our customers are supported from 8:00am – 6:00pm Monday – Friday (excluding Bank Holidays) and you will work a 37½ hour week around these hours.

You may be asked to work the occasional weekend to support customer migrations; this will be supervised and overtime will be paid or time given back in lieu. You’ll need to be educated to at least GSCE Grade A-C level in both English and Maths.

Apply for the Apprentice Support Engineer role below.

Please note this is a hybrid role based out of our Chesterfield office.