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Job Title : Helpdesk Engineer Apprentice
Location : Southampton, Hampshire, SO14 3TJ
Position Type : Apprenticeship
Apprenticeship : L3 Information Communication Technician (Support Technician)
Sector : Information and Communication Technology (ICT)
Vacancy Reference : VAC-00668
Brief Description : We are looking to recruit a Helpdesk Engineer Apprentice who is a hardworking, organised individual with flexibility and a willingness to learn.


Qualifications Required : To be considered for this role, you ideally will hold a C/4 grade in both GCSE Maths & English, and in three or four other subjects at least. You should have a GCSE, BTEC or A Level in ICT or at least hands-on experience with the workings of computers and IT.

Please note that you must not hold an existing qualification at a higher level in a similar subject (e.g. a degree).
Vacancy Detail : Intequal, in partnership with the Microsoft Apprenticeship Programme are currently recruiting for an energetic individual to join a fantastic company as a Helpdesk Engineer Apprentice. This is a great opportunity to earn while you learn and gain on the job experience to kickstart your career in IT.

As a Helpdesk Engineer Apprentice your main roles and responsibilities will include:
• Providing 1st line support through taking calls and handling the resulting Incidents or Service Requests, using the Incident Management and Request Fulfilment processes, in line with Technical Support objectives
• Delivering excellent customer service providing proactive, reactive and service management to achieve high levels of customer satisfaction through advice, guidance and technical support within SLA and business KPI’s
• Undertaking development and continuous improvement of the company’s managed services with an aim to increase the company and managed service portfolio to increase revenue and customer satisfaction
• Being responsible for proactively assisting with recommendations and delivery of new managed services to customers to increase customer satisfaction
• Carrying out proactive engagement with the sales teams to assist, promote and identify the correct solutions for customers where necessary to increase customer satisfaction and retention
• Keeping up to date with technologies relevant to the role and business managed service offerings, suggesting and recommending changes to the department to improve the performance of the business managed services team.

About the Company
Our employer is a company that specialises in the provision of IT support and who are committed to providing businesses with the highest quality, proactive managed services. Their business-led, strategic approach really stands out from the rest of the market.
Future prospects include the opportunity for the right person to become a full-time engineer and continuing to add to their skills and certifications.
Positions Available : 1
Working Week : Monday to Friday, 9am - 5.30pm
Salary : £ 200.00 (Weekly)
Application Deadline Date : 26/11/2021
Possible Start Date : 06/12/2021
Personal Qualities : The company require a bright, enthusiastic and hardworking individual with a genuine desire to learn and to build a career in technology. The company are looking for someone with a positive, highly self-motivating, can-do attitude and who isn’t afraid to ask questions.
Skills Required : The employer is looking for individuals who are:
• Solution focused, and who take accountability for their own actions and constantly strive for greater results
• Autonomous self-starters, able to acquire new knowledge and skills quickly
• Confident and professional with excellent interpersonal, communication and presentation skills
• Customer and stakeholder focused
• Able to thrive in a high growth, fast-paced work environment
• Possessive of a flexible working style, able to work as a team and independently on own initiative
• Methodical, accurate, analytical and have attention to detail
• In possession of a high level of customer service and business analytical and commercial awareness
• Able to set a positive, professional example to colleagues and others
• Able to adhere to company processes and procedures and recommend improvements when required.
Future Prospects : Future prospects include the opportunity for the right person to become a full-time engineer and continuing to add to their skills and certifications.
Training to be Provided : CORE MODULES
The apprenticeship contains the following three core key modules which seek to develop the
knowledge, skills and behaviours required to be a successful Information Communications Technician.
The final module is a Pathway module to provide specialist career track skills and knowledge depending
on which track was chosen at the outset from the 3 options available.

Computer Fundamentals & Security
Gain an understanding of the core concepts in computing including hardware, software, security and troubleshooting.

Introduction to Networking & Cloud Services
An introduction to the fundamental cloud
concepts of networking and cloud computing, including networking
modules, devices and protocols.

Communication in Support
Support in IT requires good communications skills. Develop your communications skills by exploring the best practices of support.
Other Information : Please note that your commute may be taken into consideration when we review your application, in line with our safeguarding practices.
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