Employer description:
Founded in 1996, Claranet has evolved into a multi-disciplinary technology services provider with global reach. The company has annualised revenues of circa £520 million, over 10,000 customers, and more than 3,000 employees in nine countries. In the UK we have over 500 staff working in London, Gloucester, Warrington, Bristol, and Leeds, or as homeworkers.
We’re working on building an ever-improving company based on openness, diversity, collaboration, and empathy as our core values, a company that aims to be inclusive for the diverse group of people we get to work with, and where everyone supports each other and celebrates successes together.
Through a culture of collaboration, learning and opportunity, Customer Service is a community of vibrant and dynamic service and technology experts, executing all facets of our operation with consistency, pride and efficiency.
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 - Cloud Network Specialist - Level 3 Apprenticeship.
As a Service Desk Analyst, you will be involved with the management of Customer support cases from initial report through to resolution.
Salary:
£20,000 - £25,000 per annum.
Duties:
- Deliver technical support to Customers, focusing on Network based technology
- Provide support to Customers through multiple channels (phone, chat, portal, email)
- Ensure that the highest levels of service are delivered to Claranet’s customers and uphold the company values
- Assess the impact and urgency of tickets and gather the appropriate information for the type of request
- Work with a variety of tools, troubleshooting methodologies and 3rd party partners/supplier to diagnose faults. determine correction action and implement fixes
- Take responsibility for the resolution of all customer issues raised, ensuring that customers are updated within agreed SLA’s and that all issues are resolved quickly and efficiently
- Maintain accurate records of activity taken throughout the lifecycle of a ticket
- Work with and support other Claranet teams with the diagnosis of complex solution level faults to isolate faults
- Escalate incidents/requests that cannot be resolved within agreed timescales
- Develop and maintain strong working relationships with Claranet’s partners/suppliers
- Manage partners/suppliers to ensure that faults are resolved within the correct time frames and be confident using escalation paths
- Develop a good understanding and technical expertise across Claranet’s product catalogue
- Support the Team Leader and Manager towards continued improvement of team process and customer experience
- Keep customers informed of progress
- Contribute to and search the knowledge base
What we are looking for:
Essential skills and experience:
- Knowledge of Broadband, Fibre, Ethernet and associated network technologies
- Experience working in ISP, Managed Service, Telecoms or similar technical support role
- Experience of working in a pressurised environment in terms of volume and intensity of activity
- Excellent communication skills, both written and verbal
- Proven record of accomplishment in providing customer support
- Able to work autonomously, identifying and prioritising tasks; experienced enough to know when to seek input from others
- Highly motivated, pragmatic and energetic team player, positive, determined and driven with a can-do attitude
- Experience working in a team and the desire to join a fast paced and evolving organisation
Entry requirements:
The entry requirements for this Cloud Network Specialist programme are as follows:
- 3 GCSEs (or equivalent) at grades 4+ (A-C) in any subject
- GCSE Maths and English (or equivalents) at grades 3+ (D or above)
- Prospective apprentices must not hold an existing qualification at the same or higher level as this apprenticeship in a similar subject
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.
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
Working week:
37.5 hours per week,
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.