04/08/2017 Intequal Royal Leamington Spa CV34


  • Sector: i t telecoms
  • Location: Royal Leamington Spa
  • Salary: 7800
  • Level: 4
  • Reference: INTQ258

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Job Specification
Intequal, in partnership with the Microsoft Apprenticeship Programme, are offering this exciting opportunity to embark on a career as a Network Engineer Apprentice.

Throughout the duration of the apprenticeship, you will receive Microsoft training and accreditation through online learning and practical experience. These qualifications are highly respected and sought after and the skills, knowledge and experience you will gain whilst on the programme are invaluable, giving you the best possible chance at starting your professional career in the industry.


Job Role

Your will main role will be to provide first and second line IT Support. The 1st line role is the Single Point of Contact (SPOC) for all incoming incidents and service requests. Service desk resolvable incidents will be resolved by yourself as per our skills matrix. You will also need to coordinate the escalation of tickets where necessary.

You will also be providing 2nd line IT Support. The 2nd line role will be the next port of call when the 1st line skillset is exhausted.  Incoming incidents and service requests overflow into the 2nd line Support framework (calls will also need to be taken when all 1st line agents are engaged). Incident if not resolvable by 1st line will be escalated to the 2nd line ITSM queue. 2nd line resolvable incidents will be resolved by yourself as per skills matrix.

Individual tasks vary depending on the size and structure of the customer, and includes the following:

·         Delivering exceptional customer service remotely

·         Installing and configuring computer hardware operating systems and applications;

·         Monitoring and maintaining computer systems and networks;

·         Talking the customer through a series of actions over the telephone, to help set up systems or resolve issues;

·         Troubleshooting system and network problems and diagnosing and solving hardware or software

Identify trends to support with the effective management of root cause analysis and risk mitigation.
Effective communication on the telephone with second to none customer service skills, take ownership and responsibility for all enquiries presented, identify customer needs, and utilising appropriate questioning and listening skills to identify and offer appropriate solutions.
Successfully establishes and maintains partnerships with others through effective interpersonal skills.
Troubleshooting capabilities, diagnosing and rectifying technical problems and queries following first line fix criteria and where possible resolving at first call.
Setting up new users’ accounts and profiles and dealing with password issues.
Setting up and configuring new laptops and desktops.
Installing authorised software to laptops and desktops.

About the Company

With a wealth of experience in providing professional IT products, services and support to small and medium sized businesses, The Company are ideally placed to offer the IT advice to support business needs to succeed. Our partnerships with market-leaders such as Microsoft and Dell as well as a number of cloud and security providers enable The Company to tailor the support to suit our clients’ exact requirements.

The Company has been trading since 2004, and has established an enviable reputation for the quality of our services. From supplying and installing new hardware, to providing server support, application development and data and network security solutions.

Qualifications & training
Qualifications & Skills Required

The company require a bright, enthusiastic and hard-working individual with a genuine desire to learn and to build a career within the IT industry. Have a friendly personality, able to work as part of a team and provide excellent customer service. The company are looking for someone with a positive, can-do attitude from someone who isn’t afraid to ask questions.

To be considered for this role, you must have at least a C grade in both GCSE Maths & English, and in three or four other subjects at least. You should have a GCSE/BTEC/A Level in ICT or at least hands-on experience with the workings of computers and IT.

·         You will have excellent communication skills and a brilliant telephone manner.

·         You will have a good telephone manner and a positive outlook.

·         You will be willing to work hard and eager to learn.

·         An interest in IT is mandatory!

Training Provided

This is an exciting 2-year apprenticeship, that teaches the very latest Microsoft and sector recognised certifications. It can combine both traditional Server and Network learning, with the very latest Cloud based certifications. These include Office 365 and Azure. This programme also includes Cisco based learning and certification, and a British Computer Society Project Management course. You can also gain the CompTIA Network+ and Security+ certifications.

This apprenticeship is delivered remotely via a virtual classroom using the very latest Microsoft technologies. You will also be supported by monthly one to one sessions with your assessor and have regular onsite visits.

Location:                                                CV34 – Warwickshire

Working Hours:                                    Monday – Friday 9.00am – 5.00pm – 30 Min unpaid lunch break.

Wage:                                                     £150 per week – £7,800 Per Annum

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