Apprentice Network Support Engineer

Job description

We are looking to have a passionate individual to join the IT department. You will be carrying out IT repairs and networking issues, you will be working towards the Level 3 ICT Network apprenticeship at Wise Origin College.

What will the apprentice be doing?

Deliver a first-class customer service using a variety of media i.e., telephone, ticketing system and emails.
Effectively manage the customer expectation and follow through with promises made to the customer.
Empathetic and understanding to customer issues.
Deal with customer enquiries in a friendly, calm, professional and proactive manner
Identify and diagnose faults using multiple platforms.
Accurately update customers (tickets/emails/phones) to pre-defined targets
Resolving support tickets and documenting the steps and actions taken
Providing regular updates to customers, on progress of orders, queries, faults etc.
Provide customers with technical knowledge of the services & products we supply.
Developing the knowledgebase so our users can find the answers they need.
Implementation and provisioning of hosted telephony, broadband and IP/Ethernet services.
Train and teach customers on how to make the best use of the technology.
Undertake day-to-day admin across systems.
Any other duties as required in the delivery of the role and as directed by the management team.

What training will the apprentice take and what qualification will the apprentice get at the end?

Level 3 Information Communications Technician Apprenticeship Standard
Apprenticeship training will be delivered online from our Head office Wise Origin College
Full support from Digital Skills Trainer for the duration of the Apprenticeship

What is the expected career progression after this apprenticeship?

There is an opportunity to be secure a permanent position after successfully completing the apprenticeship.

Desired skills and personal qualities