First Line Technical Support / Field Engineering Apprentice

Job content

Job Description:

The Opportunity

Our client is recruiting for a First Line Technical Support / Field Engineering Apprentice to join their team in Fareham.

The Level 3 Information Communication Technician Apprenticeship Programme that we are offering, will allow you to kick-start your career in an industry that is constantly evolving, dynamic and transformational.

The steps you take will provide you with valuable first-hand experience, knowledge, skills and qualification to help really drive your career forward. We are here to guide and support you every step of the way!

The Company

This company are a leading independent provider of telecommunications and the largest direct business partner of O2 in the UK, with over 30 years’ experience in business telecoms.

The Position

Job Title:

First Line Technical Support Apprentice

Apprenticeship Course:

Level 3 Information Communication Technician

Apprenticeship Duration:

18 Months

Location:

Fareham PO15

Working Hours:

Monday – Friday, 9.00am – 17.30pm

Salary:

£14,000 to £16,000 per annum

Role and Responsibilities:

This role will be a mixed role, your main role will be working as part of the service desk providing technical support, but there will also be opportunities for you to gain experience within the field engineering team.

Some of your responsibilities as part of the Service Desk team will include:

· Resolve 1st line calls as appropriate and depending on experience, ensuring that the call is closed accurately and efficiently.

· Manage incoming support requests via the support system, telephone and e-mail and deal with such requests in a timely manner to completion or escalation.

· To provide consistent and prompt support and guidance to a high standard for all customers, keeping them informed of progress in the event of issues not being resolved immediately.

· Working in the field when required

Some of your responsibilities as part of the Field Engineering team will include:

• Attending customer sites to conduct site surveys & install PABX / hosted telephony systems and associated connectivity services (Broadband, Leased lines, WIFI solutions etc.)
• Identifying and overcoming challenging fault situations
• Ensuring excellent customer service and communication to all customers
• Working with the wider department and other teams in the business to ensure that customers have a smooth delivery and all challenges are overcome
• Provide technical guidance to customers, colleagues and other departments
• Working across the UK to broaden the reach of Aerial Direct’s services
• Carrying out testing and commissioning of equipment and services
• Maintaining Wi-Fi networks, data networks and telecommunications equipment
• Sharing information and ensuring documentation is up to date, correct and in line with provisioning standards
• Liaising with stock department for stock replenishment
• Ensuring stock procedures are followed including but not limited to signing out and returning of stock
• Completing all necessary Health and Safety documentation and vehicular documentation
• Be part of an ’on call’ rota for emergency maintenance of sites.

Desired Qualities, Skills and Knowledge:

· Desirable: ITIL, A+, Network or equivalent or part thereof.

· Full driving licence.

· The ability to work well in a team as well as independently.

· The ability to prioritise your workload, triage problems and escalate where required.

· Excellent listening and questioning skills, combined with the ability to interact confidently with clients to establish what the problem is and explain the solution.

· Strong Microsoft Windows and Office skills.

Eligibility Criteria

Individuals must have a valid and eligible residency status to apply for this role.

About ITP
We help employers develop their best talent and inspire the next generation through apprenticeships, mentoring and training, we’re plugging the UK’s digital skills gap to provide a workforce for the future.

If this sounds like the role for you, get in touch! Once we receive your application, one of our team will be in touch to help you with the next stage.

The ITP are working on behalf of a third party to advertise their vacancy. By submitting your CV, you agree to be contacted by The ITP and your information to be passed on to a third party.

Job Types: Full-time, Apprenticeship

Salary: £14,000.00-£16,000.00 per year

Schedule:

• Monday to Friday

Licence/Certification:

• Driving (required)

Work Location: In person