Apprentice ICT Technical Support Engineer

As an established telecoms provider, we are looking for an apprentice Technical Support Engineer to join our team. The ideal candidate will have excellent communication skills, the enthusiasm and self-motivation to learn new skills and the ability to work independently as well as in a team environment, providing technical support to our customers.

Responsibilities including, but not limited to:

• Build strong, positive relationships with our customers and suppliers, liaising with a pleasant manner and providing clear and accurate information always
• Providing technical support to our service team, troubleshooting customer issues in a timely manner
• Assisting with 1st, 2nd and 3rd line issues, including but not limited to: Mobile, hosted, connectivity & IT enquiries, always adhering to company SLAs
• Provide accurate and timely resolutions to customer enquiries.
• Assisting the Operations teams, provisioning and installing new systems. Carrying out site surveys, general site maintenance and carrying out Technical Health Checks for Customers
• Assist with the onboarding of new customers when required focussing on the technical aspects including but not limited to provisioning of new phone systems, number porting, system training, creating, and delivering training guides and videos with new starters
• IT Support: including but not limited to - configuring firewalls, setting up virtual private networks (VPNs) and other upgrades and security development.  Hardware and software support for end-users. Install new hardware, operating systems, and software programs
• Monitoring and maintaining computer systems
• Liaising with suppliers as and when required to assist in resolving customer issues, carrying out relevant testing as per their recommendations
• Maintain customer records and update them as needed
• Identify and escalate issues to the appropriate personnel
• Monitor customer feedback and provide solutions to improve customer experience
• Keep up-to-date with new technologies and products
• Training and support will be given

The suitable candidate will need to show enthusiasm to learn, be able to use their own initiative, hold a full UK driving licence.

• Communication skills
• IT skills
• Customer care skills
• Team working
• Good written skills
• Good verbal communication
• Confident and outgoing
• Able to use own initiative
• Positive attitude
• Hardworking
• Good time management

• English GCSE or equivalent, grade 4/C or above (Essential)
• Maths GCSE or equivalent, grade 4/C or above (Essential)