IT Service Desk & Field Engineer Support Apprentice
IT Service Desk & Field Engineer Support Apprentice VAC-04161
This is a brilliant opportunity to join an honest, competent and reliable team. Created by the Managing Director, a Microsoft and Apple certified support analyst with experience in several fields; Silver Cloud Technologies has steadily built up several relationships with both small businesses and individuals.
The main priority of this Apprenticeship will involve the Apprentice providing first line support to Silver Clouds customers. You’ll need to have an aptitude for working with applications/systems to undertake analysis, diagnosis if possible or failing this, learning how to deal with the escalation of incidents, which may range from straightforward issues to more complicated technical issues. You’ll also be required to help provide support in order to build PCs, as well as install Apple Mac’s and Office 365 software.
You will also provide Technical Support as a Field Engineer, supporting the Managing Director or Field Engineer on Silver Clouds clients’ sites across London with a primary focus on hands on installing, configuring software, networking and infrastructure.
Summary of Apprentice’s different Duties:
Service Desk Duties:
Learn to act as a single point of contact for phone calls, emails and onsite visits from Silver Clouds customers regarding IT issues and queries
Receiving, logging and managing calls via telephone, email, self- service portal and onsite visits
Ensuring calls are acknowledged and fixed within agreed SLAs
Helping to monitor the Service Desk; whilst ensuring tickets and voicemails are responded to in a timely manner
Learn more about 1st line support – Have the chance to troubleshoot IT related incidents from bespoke/ standard software to hardware and networking
Have the chance to take ownership of user incidents. Follow up the status of any incidents on behalf of the user and communicate progress in a timely manner
Basic administration: Creating user accounts, reset passwords etc.
Field Engineer Duties:
Providing hands on support and technical assistance for network infrastructure, desktop/server repairs and installations.
Resolving queries and dealing with general problem solving
Develop and learn how to maintain ICT equipment; including the installation and configuring hardware
Learning how best to resolve faults; such as upgrading or replacement of equipment as needed
Become fully conversant with Health and Safety best practices
Position Type: Apprenticeship
Working Week: Monday to Friday 9am to 5pm
Weekly Wage: £169.20
Application Deadline: 14-10-2019
Possible Start Date: 14-10-2019
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