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    Apprentice IT Engineer - United Kingdom - Theitp

    Theitp
    Theitp United Kingdom

    1 week ago

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    Description

    Ilkley, United Kingdom | Posted on 12/03/2024

    Ourclient is recruiting for an Apprentice IT Engineer to join their team in Ilkley, West Yorkshire LS29.

    The Level3 Information Communication Technician apprenticeship programme that we are offerin g , will allow you tokick-start your career in an industry that is constantly evolving, dynamic andtransformational.

    The steps you take will provide you withvaluable first-hand experience, knowledge, skills and qualification to helpreally drive your career forward. We are here to guide and support you everystep of the way

    The Company

    We specialise in Cloud-Hosted Services and Virtual, Private Wide AreaNetworks for Businesses.

    That means you gain affordable access to the most up-to-date technologyavailable, and there are no expensive servers to buy, house or maintain for anyof our services.

    We aim to provide our customers with the best value connectivity optionsavailable, and an easy-to-use managed Filtering Securing. Backup/Recovery andVolP service.

    We provide some of the most robustnetwork security in the industry with awards from ISPA for Best Security &Cloud Service four times in five years.

    Over 200 small, medium and large business establishments trust us to keepover 700,000 of their staff safe online.

    The Position

    Job Title:

    Apprentice Engineer

    18 months + EPA

    Location:

    Working Hours:

    Monday to Friday08:00 – 16:30, 09:30-18:00

    Role and Responsibilities

    First point of contact answering customer phone calls, supporting thecustomer base to provide an outstanding customer experience. Providing initialtriage to customers.

    · First point of contact, answering callsand logging these on the supporting ticket system.

    · Categorising these by product, tickettype and impact to the customer.

    · Categorise email auto-generated ticketsby product and ricket type and impact to the customer.

    · Consistently demonstrate outstandinglevels of customer care.

    Technical Support:

    · Management of cases in line with definedservice level targets.

    · Provide clear and concise casenotes/customer replies.

    · Ensure customer is provided with timelyalerts.

    · Respond to system monitoring alerts.

    · Reference to CTS documentation.

    · Maintain accurate data customer datawithin our systems.

    Desired Qualities,Skills and Knowledge:

    Knowledge & Training:

    • Maintain anddevelop good levels of technical knowledge
    • Carry out formaltraining as required in relation to products, services, customer care.

    • Manage study timewhere feasible.

    • Attend virtualtraining sessions from the training provider as well as joining calls withtheir progress management coordinator/skills coach every 4 weeks.

    Introduction of new products, services, suppliers

    • Ensure knowledgeof new products is sufficient for effective troubleshooting and support.

    • Develop andmaintain internal relationships, working effectively with teams/colleaguesacross the company.
    • Developunderstanding of function and responsibilities of other departments.
    • Keep relevantaccount managers informed of priority 1 cases; high impacting cases;escalations or complaints from the customer.

    Eligibility Criteria Individuals must have a valid and eligible residency status toapply for this role .

    About ITP We help employers develop their best talentand inspire the next generation through apprenticeships, mentoring andtraining, we're plugging the UK's digital skills gap to provide a workforce forthe future.

    If this soundslike the role for you, get in touch Once we receive your application, one ofour team will be in touch to help you with the next stage.

    The ITPare working on behalf of a third party to advertise their vacancy. Bysubmitting your CV, you agree to be contacted by The ITP and your informationto be passed on to a third party.

    #J-18808-Ljbffr
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