IT Engineer Apprentice

Employer description:

We are a specialist provider of Managed IT, Cloud & Communications solutions, our approach delivers a premium customer experience at an affordable price for all businesses.

One of Addooco’s main strengths is in our innovative approach – we thrive on challenges. If you need to achieve a business goal through technology but don’t know where to start, our team has a strong track record in delivering award-winning bespoke solutions. In being owned and run by career long IT specialists Addooco has been able to build a robust platform from the ground up. We maintain our own systems rather than merely reselling others to avoid complex supply chains within our business – this gives our clients confidence that we are highly reactive and that the buck stops with us.

Overview:

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 an IT systems and networking - Azure Cloud Support Specialist - Level 3 Apprenticeship.

Main responsibilities:

Reporting to the Head of UK Operations and working with the support team, your duties will include:

• Being first point of contact for all enquiries, both via phone and the internal helpdesk system
• Logging all telephone support calls within the helpdesk system, ensuring that all relevant information is captured and correctly prioritised
• Monitoring the helpdesk system for incoming requests, and action for support or additional information
• Diagnosing and fixing faults in hardware, networking and software
• Ensuring that all issues are progressed to meet agreed SLA targets
• Ensuring that all issues are kept up to date and the customer is informed of the progress
• Ensuring that all issues are updated with the full resolution details prior to closure
• Logging information on the daily checklists
• Maintaining compliance with ISO 9001, 14001 & 27001 standards
• Abide by and proactively implement all of Addooco’s internal policy and procedure
• Living the Addooco values and behaviours
• Manage your time effectively to complete apprenticeship requirements

Personal specification - Skills required:

• The aptitude/ability to liaise directly with a diverse range of end users from multiple countries
• The aptitude/ability to meet company service standards and turnaround times
• Strong communication skills (specifically over the phone and by e-mail)
• Fluency in spoken and written English
• Technical aptitude – the ability to learn new technologies quickly (full training will be provided where required)
• The aptitude/ability to work in an organised manner, under pressure and methodically
• The aptitude/ability to work pro-actively whilst multi-tasking and within a team environment
• Flexibility to cover extended hours and on call where necessary

Personal qualities:

• Organised
• Customer focused
• Natural problem solver
• Initiative
• Meticulous
• Flexible
• IT savvy
• Ability to drive or working towards passing [as travelling will be a key feature to the role]

Entry requirements:

You need to have 5 GCSE’s:

• Maths and English (or equivalents) at grades D or above
• 3x GCSE’s grade A-C in any other subject

You must not already have a qualification in a similar subject at the same level, or higher level than this apprenticeship.

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.

Find out more here:

https://www.enic.org.uk/Qualifications/UKQRS/Default.aspx

Future prospects:

92% 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:

QA’s apprenticeships are funded by the Education & Skills Funding Agency (ESFA), an executive agency of the Department for Education.

To be eligible for a Government funded apprenticeship you must have lived in the UK or European Economic Area (EEA) for the last 3 consecutive years.