Infrastructure Technician level 3 Apprentice VAC001411552
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We’re on the lookout for an IT Support Analyst to support our growing company to work from our Head office in Scunthorpe. You will be working as part of talented Internal IT Support Team and we are looking for a candidate who is willing to not only grow within their own role but also to help upskill the team around them.
Monday – Friday 9:00am – 5:00pm
Total hours per week: 37.50
Possible start date
25 Jun 2018
Advanced Level Apprenticeship
Ensure we give the best customer service possible.
Follow Operations guide and SLA levels for all processes and procedures
Ensure we always give the highest level of technical support possible.
To provide a clear and accurate assessment of a fault by establishing a root cause. Then rectify fault or procure an adequate solution though specification of parts or by referral to the appropriate team/third party provider.
Ensure all incoming calls on helpdesk maintain our SLA and where possible, first time fix rate.
Ensure that all remote monitoring tickets are logged and assigned appropriately
Ensure that all Emails in IT Support Inbox are logged and assigned appropriately
Ensure that customers are provided with a call reference both verbally and via email
Escalate call to escalation’s team if there call goes over a reasonable amount of time and that this is followed at all times.
Update customers on the status of the calls being dealt with and update the ticket system with full details.
Ensure the call are assessed for severity and dealt with accordingly
Keep customer up-to date on all your on-going calls, ensure every call on the system is updated on a regular basis.
Keep yourself up to date with all the latest technologies.
Work as part of the IT Support team and support your team members.
Ensure all call are logged correctly and changed where required.
Requirements and prospects
Excellent Communication Skills
Passion for Learning
Passionate about IT/Technology
Excellent Customer Service Skills
An Understanding of Microsoft Products Such as Microsoft Office Suite and Operating Systems
Driving License (preferable)– Some Travel Between Offices may be required
Work on own or as part of a team
A minimum of 5 GCSE’s C and above Including Maths, English and ICT (or equivalents).
Full time employment for the right candidates.
Things to consider
Apprenticeship National Minimum Wage (ANMW): The National Minimum Wage for Apprentices is £3.70 per hour. This is the legal minimum pay per hour applying to 16-18-year-old apprentices and those aged 19 and over in the first year of their apprenticeship. For apprentices 19 or over who have completed their first year and are continuing their apprenticeship, the National Minimum wage appropriate to their age applies.
It is highly important that you do not contact the Employer directly – any attempt of this may invalidate candidate’s application. Should you have any queries regarding your application or the job itself, please contact your 3aaa Training Academy.
Please note this job may expire before the stated date if a suitable applicant is appointed. Likewise, if we have not found the right candidate, the closing date may be extended.
If you hold a full UK driver licence or are currently in the process of learning to drive, please declare this upon submitting your application (please note this isn’t a necessity to this role, unless stated otherwise throughout).
About the employer
As one of the country’s leading IT and Business Software providers, you will be joining a business full of challenges and opportunity. Our core products include IT Infrastructure, IT Security, Accounts Software, EPOS and Telecoms. Over the past 25 years we have been delivering excellent solutions and service to our 600 (and counting) customers, and now we are looking for someone else to join the team and help!
We are an ambitious company striving to be excellent in everything we do and we take the personal development of our team very seriously. In fact, it’s at the core of our whole strategy, so you will be given the chance to grow and develop through a personal development and coaching plan. We also believe in rewarding our staff for all of their hard work.
HBP Systems Limited
Throughout the duration of your apprenticeship programme, you will be required to attend your local Academy for 30 days of training across five months, featuring structured training. The remainder of your training will be completed in the workplace with your Employer. You will work towards a Level 3, Infrastructure Technician apprenticeship.
The apprenticeship will include:
Level 2 Functional Skills English and Maths (if applicable).
Knowledge Module 1 – Networking and Architecture.
Knowledge Module 2 – Mobile and Operating Systems.
Knowledge Module 3 – Cloud Services.
Knowledge Module 4 – Coding and Logic.
Knowledge Module 5 – Business Processes.
One vendor certification selected based on your job role and individual capabilities (Typically a Microsoft Technical Associate (MTA) certification).
On completion of the apprenticeship, you will be awarded BCS accredited knowledge modules covering the following topics: Networking and Architecture, Mobile and Operating Systems, Cloud Services, Coding and Logic and Business Processes. You will also receive an industry recognised qualification from Microsoft or CompTIA whilst gaining eligibility to apply to the register of IT Technicians confirming SFIA L3 Professional Competence.
Knowledge Modules are specified by the British Computer Society (BCS)
ASPIRE ACHIEVE ADVANCE LIMITED
Applications for this apprenticeship are being processed by ASPIRE ACHIEVE ADVANCE LIMITED
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