Address
Form of work
SalaryBrief overview of the role:
The role will involve providing 1st line support to our customers, logging calls, diagnosing and resolving Mobile Device issues, and updating customers on progress. You will be responsible for accurately recording and monitoring helpdesk incidents through to their successful conclusion.
Working week:
Monday to Friday 8.30am - 5.00pm
Positions available:
2
The role will involve providing 1st line support to our customers, logging calls, diagnosing and resolving Mobile Device issues, and updating customers on progress. You will be responsible for accurately recording and monitoring helpdesk incidents through to their successful conclusion.
We have an induction and training programme that is designed to provide you with real-world skills using the most up to date Mobile Managed Services technologies, which will help to transform you into a highly-skilled Helpdesk Engineer, and an integral part of the OpalTec technical team.
In this job you will be required to;
- Manage the Helpdesk system, ensuring all inbound support calls and emails are handled within agreed Service Level Agreements
- Support mobile systems for both the company and clients
- Provide Technical Support to field operatives and mobile device users
- Carry out Operating System re-loads, Stage Devices for deployment
- Provide quality and assurance for our customers
- Be an ambassador for the OpalTec team in all interactions with clients & business managers
Requirements and prospects
Qualifications Required:
GCSE Maths & English (Grade C/4 or above)
Desired skills:
Some knowledge of the following would be of benefit:
Android operating systems, SOTI MobiControl / AirWatch or other Mobile Device Management (MDM) platforms, Freshdesk (or other customer support software packages), Warehouse Management or ERP systems, WiFi Infrastructure.
This is only desirable, but you should be able to demonstrate your interest in IT from an IT Hobbyist perspective.
Personal Qualities:
You should possess excellent written and spoken communication skills
Time management qualities
The ability to prioritise and manage your workflow
Successful completion of this apprenticeship gives you an accredited Level 3 Information Communication Technician qualification:
The qualification has core knowledge elements, before branching out into one of the following pathways:
- IT Support Technician
- Network Technician
- Digital Communications Technician
Your Tutor, Pathway Planner and Employer will decide the best pathway for you to follow.
All training is delivered online in virtual classrooms twice per week
You will undertake Functional Skills for English and/or Maths if needed
Future Prospects:
Potential full-time role upon successful completion of the apprenticeship programme.
