Apprentice Support Engineer

APPRENTICE
SUPPORT

ENGINEER
SALARY: £12,305 P.A.

LOCATION: STAFFORD
HOURS: 37.5 PER WEEK

EXPECTED DURATION: 16 MONTHS
APPRENTICESHIP LEVEL: ADVANCED

LEVEL APPRENTICESHIP

APPRENTICE
SUPPORT ENGINEER

Service Desk Team Engineer
Incident Engineer

Provide the client facing interface for all support
queries into risual.
Co-ordinate all support queries and requests.
Maintain knowledge base for all encountered
issues.
Update clients on all stages of support calls, from
logging, research, action plan, escalation to
resolution.
Publish client facing technical information such as
best practice guides, FAQ’s, etc. (excludes
consulting engagement documentation).
Provide reports and statistical analysis on issues
reported and resolved for use by risual account
management teams and technical teams.
Provide a feedback loop to delivery and consulting
teams for issues arising during project deployment
(NB this is a secondary responsibility and will
always take second place to clients with support
contracts).
Providing a point of contact and administration for
risual in-house IT systems.
Working to daily targets based around support
queries.
Adhoc duties are required.

The Role Purpose
risual Managed Services (rMS) provides the focal point
for resolution of all technical issues for risual clients,
with deployed production environments, based on
risual supported Microsoft technologies. Apprentices
will work within the team covering the following roles
during their 16 month apprenticeship:

This work based experience will be supported by day
release to attend theory sessions and complete
Microsoft exams.

Duties

A passion for IT and keen to progress.

Good self-driven time management skills.
Be highly motivated to deliver quality
outcomes with the ability to remain calm
under pressure.
Good written and verbal communication skills
at all levels.
Good personal management skills relating to
conduct, timekeeping and delivery against
commitments.
Good punctuality skills.
Good inter-personal skills.
Working and contributing to small and large
teams both client facing and internally within
risual.

GCSE English and Maths Grade 4 or above.

Level 3 Information Communication
Technician.
Training plan to be completed to determine
appropriate Microsoft qualifications.
Portfolio for End Point Assessment.
20% off the job training via live classroom
teaching.
Microsoft Learn units.

The opportunity to progress into a full-time
role within risual Managed Services and into
risual Consultancy Services.

Must hold or be able to successfully achieve
and maintain NPPV3 with SC.
Able to evidence excellent customer service
skills.
A desire to complete the apprenticeship
entirely.

This work based experience will be supported
by day release to attend theory sessions and
complete Microsoft exams.

Specific Role Requirements and Prospects
Desired qualities:

Desired personal skills

Essential qualifications

Training to be provided

Future prospects:

Essential Criteria
To be successful in the role, you must be able to
demonstrate the following skills and experience:

Additional Information

Want to apply?

If you like what you see and want to apply,
please email careers@risual.com with a
covering letter and your CV. One of our
talent specialists will be in touch to discuss
further.

www.risual.com 0300 303 2044 enquiries@risual.com