IT Technician Apprentice - Staines-upon-Thames, United Kingdom - QA Ltd

QA Ltd

Verified Company

Staines-upon-Thames, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Employer description:

Ziptech Services specialises in helping companies ensure the smooth running of the IT infrastructures that are so crucial to their success - never more so than now.

Our clients are all business leaders looking for better results from the money they spendon their IT - whether they used an external IT Support Company or had their own small IT department.

We supply a range of services:

Technology Management & Support
Cyber Security
Business Automation

Overview:

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:

Time split between performing all technical work within the workshop and assisting the reactive support desk.

Focus on customer care

High Customer Satisfaction (93% +), Fast turnaround of builds/rebuilds (4 hours or less), and High call answering (93% +) are the primary objectives
Keeping the user up to date on the progress of their builds / rebuilds
Setting and meeting user expectations is vital
Adhere with all established processes, guides, checklists
Documentation of all worked carried out into the ticket system
If it's not documented, it did not happen
Work with Central Services Engineer to continually improve efficiency of all work carried out in the workshop
Occasionally taking part in project work
Receiving and dealing with customer support calls
Data capture of new support calls / update existing support calls
Triage and assign tickets to relevant engineer
Resolve any quick/ straightforward tickets
Assist support desk engineers when needed with setting/managing user expectation
Participate in scheduled huddles and meetings
Weekly update of the individual's KPI performance
Enter accurate time entries and to submit Time Sheets end of each week
Quality of Service consistent with and beyond client expectations
Remain up to date with current and emerging business technology
Flexible working hours

What we are looking for / experience:

Microsoft Office: Word, Excel, Outlook. (current and supported versions)
Desirable: Network troubleshooting with desktops
Desirable: Active Directory

Personal qualities:

Attention to detail
Ability to participate in problem resolution
Quick to learn and take charge
A selfstarter committed to finding creative solutions to difficult problems
Ability to work in team environment
Excellent written and verbal communication skills
Will handle sensitive and proprietary information with complete confidentiality
Business awareness of how IT relates to business strategy and goals
Indepth knowledge of the Ziptech's service catalogue and how our products and services relate to customer needs
Selfmotivated with the ability to work in a fastmoving environment
Understand and utilise Ziptech's support tools, techniques
Being a driver will be key to the position;

Entry requirements:

The entry requirements for this Azure Cloud Support Specialist programme are as follows:

GCSE Maths and English (or equivalents) at grades 3+ (D or above)

You may also have a combination of qualifications and experience which demonstrate the minimum foundation needed for the programme. In this instance you could still be considered for the programme.

Find out more here:

Future prospects:
Potential full-time opportunity if you successfully complete the apprenticeship.

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.