First Line It Support Apprentice

Employer description: 
We are a fast-growing cloud infrastructure provider, specialising in cloud infrastructure, connectivity and telephony solutions. We work with businesses throughout the US, UK, India and Australia to help improve their internal system, business continuity, security and save costs. 

At IT Answers, we offer our team the opportunity to grow personally and professionally, to contribute to the success of a dynamic organization, and to serve others in a manner that exceeds their expectations. 

Overview: 
Our continued success and expansion has driven a requirement for a Helpdesk Support Engineer to join our Helpdesk Support team. Our Helpdesk Support Engineers provide direct network, desktop and server technical support in a fast paced, team oriented, 24x7, worldwide environment. 

We are now looking for an eager candidate to join us as an apprentice. 

You will have the opportunity to gain valuable skills, knowledge and experience as you complete a IT - Cloud Network Specialist - Level 3 Apprenticeship. 

Come grow with us and let us show you why good things really do come from IT Answers. 

Position summary: 
As a Helpdesk Support Engineer, your responsibility is to analyze and diagnose issues reported by our clients. You will perform an initial review and investigation of these issues. This includes root cause analysis, determining areas of interest, and narrowing the focus of the investigation. You will use and maintain utilities to facilitate and improve investigations. 

This is a role that requires flexibility and the ability to work well under pressure. 

An individual must be able to satisfactorily perform each essential duty listed below.

Main Responsibilities:

• Providing support via telephone, email and remote and on-site support, helping and maintaining our clients server and desktop infrastructure
• Management of user accounts, installation, maintenance and troubleshooting of hardward and software applications
• Carrying out daily checks on key systems and services
• Providing 1st/2nd line support within an ITIL Environment - supporting Customers on Windows, Linux and Apple Mac
• You will be taking and dealing with approximately 20 - 50 calls/tickets a day
• Installing network printer drivers on users machine and printers
• Helping users with hardware and software issues on request after change request has been approved

What we are looking for:
Required Experience:
Knowledge of Microsoft based systems including:

• Windows 7 and onwards
• Knowledge of VoIP including SIP Trunks
• Knowledge of Network technologies including:
• LAN, WAN, NAT, Wireless, Firewalls, VLANs, Switching & Cabling
• Can confidently and gracefully prioritize multiple issues under time constraints
• Excellent verbal, written and presentation skills
• Passionate attitude with willingness and enthusiasm to own your own growth

Competencies:

• Positive, can-do attitude and a willingness to go the extra mile to make sure that issues get resolved completely
• You love working in a highly collaborative environment
• You wake up each day hungry to solve problems
• You want to make a difference and have input 

Entry requirements:

• 3 GCSE’s (or equivalent) at grades 4+ (A-C) in any subject
• GCSE Maths and English (or equivalents) at grades 3+ (D or above)
• Prospective apprentices must not hold an existing qualification at the same or higher level as this apprenticeship is in a similar subject

You may also have a combination of qualifications and experience which demonstrate the minimum foundation needed for the programme. In this instance you could still be considered for the programme.

If you hold international equivalents of the above qualifications, at the time of your application you must be able to provide an official document that states how your international qualifications compare to the UK qualifications. 

For more information, please visit the UK ENIC website.

Physical Demands:
The position requires a combination of physical duties and occasional lifting of 20-pound boxes, all of which are necessary to effectively meet the job demands.

Benefits:

• The opportunity to travel with work
• Progression opportunities - Grow with the business!
• Onsite parking

Future prospects:
90% of QA Apprentices secure permanent employment after finishing their apprenticeship. 
Additionally, there may be opportunities to undertake further apprenticeship training as many of our programs offer on-going development tracks.

Important information: 
Our apprenticeships are the perfect way to gain new skills, earn while you learn, and launch yourself into an exciting future. With over 30,000 successful apprenticeship graduates, we're a top 50 training provider, dedicated to helping you succeed. 
Apply now!